Field Product Support Technician

JOB DESCRIPTION

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world.

To support our talented team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards.

We are committed to creating an environment where every team member feels inspired, invested, cared for, valued, and have a strong sense of belonging.

What You Can Expect

The Field Product Support Technician will promote and support technology centric product launches and long-term adoption at key customer accounts.

As part of the Technology Customer Success and Sales team, the Product Support Technician will educate, train, and assist key stakeholders of sustainable use of technology, assist patients in technology utilization and expand overall adoption of technology products.

How You'll Create Impact

• Lead clinical and surgical teams through training pathways designed to educate and train surgeons, staff, and administrators on Persona IQ, mymobility and other technologies as needed.
• Partners with Customer Success Manager, Regional Sales Manager and Local Sales Team to onboard new accounts, provide system training, ensure connectivity, and increase PIQ / mymobility utilization.
• Implement strategies to overcome obstacles and accelerate adoption PIQ, mymobility and other technologies as needed.
• Collaborate with healthcare teams to understand workflow needs and tailor solutions accordingly.
• Act as a resource and subject matter expert for clinical and technical inquiries for customers and local sales team.
• Build strong relationships with healthcare providers, including physicians, nurses, and administrative staff.
• Provide ongoing support and troubleshooting assistance to patients.
• Promote the highest levels of customer satisfaction through the timely response of customer inquiries, clear and effective communications, and professional appearances.
• Follow all internal communication and documentation policies (QA).
• Attend annual trainings as required.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

What Makes You Stand Out

• Effective interpersonal and communication skills (written / verbal).
• Ability to interact effectively with customers and end-users from different cultures and geographies.
• Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
• Good problem solving and assessment capabilities, while maintaining a positive relationship with the customer.
• Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
• Ability to cross-functionally collaborate across Zimmer Biomet business units.
• Accuracy, attention to detail and timely follow through are critical.
• Demonstrates knowledge and compliance to HIPAA standards as a job requirement.

Your Background

• Bachelor's degree preferred, but experience will be considered in lieu of education.
• Healthcare or medical device experience preferred.
• Strong understanding of healthcare industry dynamics.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work independently and manage multiple priorities effectively.

Travel Expectations

Field positions with local and regional travel expected as part of the day-to-day job.

EOE / M / F / Vet / Disability