What You Can Expect

The Field Product Support Technician provides in-field techinal problem solving support to regional customers and stakeholders. Specifically, the role will support Persona IQ market implementation and will provide assistance to patient, surgeon, care team customers, and sales team by providing technical support for Mymobility and Persona IQ.  

The role’s aim is to exceed our customer’s expectations by handling appointments with care, asking the right questions to enhance our customer experience, and providing prompt follow up of recommendations as well as solutions.  This role is seen as a vital member of the Persona IQ implementation team responsible for providing a seamless customer experience.

How You'll Create Impact

• Problem solve and troubleshoot for Persona IQ adoption issues: 
  • Assist the care teams in enrolling patients on mymobility app; assist patients in downloading the mymobility app.  
  • Support external patient customers / end-users in the delivery and use of technology solutions; Will assist patients with installing Base Station for Persona IQ, which entails walking a patient through installing software on a home laptop and connecting it to their WiFi.  
  • Provide in-field support for our sales team on PIQ related issues as needed (e.g. providing updates to the OR laptops). Support in remote linking of CTEs as needed.  Assist the sales team in replacing malfunctioning equipment and troubleshoot any issues with OR laptops and OR base stations.
  • Provide Level 1 support to patient customers to ensure that incidents are being appropriately resolved or escalated appropriately.
  • Identify post op data transmission issues and proactively work to identify root cause and resolve the issues.  
• This will require a working schedule outside of normal US business hours in order to effectively interact real-time with customers.
• Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.
• Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
• Provide training and education to the sales regarding the appropriate use of OR base station and the process of connecting smart implants; Ensure the sales team is informed about any technical updates related to the system
• Attend smart implant implementation process to gain a thorough understanding of the customer’s requirements to ensure a successful program launch resulting in high customer satisfaction.
• Help update and design more optimized process for PIQ implementation.  

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.
• Customer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results in an efficient and timely manner.
• Experience with an Incident Managements System is required.
• 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. 
• Strong understanding of end-user IT technology; basic understanding of networking technology preferred.
• Demonstrates knowledge and compliance to HIPAA standards as a job requirement

Your Background

• Associates Degree required; bachelor’s degree in Information Technology, Science, Engineering or related field preferred.
• Technical IT certifications preferred.
• 2-3 years of experience in computer maintenance and support or equivalent combination of education and experience.
• Experience in customer support preferred.
• Formal education or experience with non-English languages and other cultures is highly desirable.
• Valid driver’s license with reliable transportation.

Travel Expectations

• 50%-70%
• This is a remote position however candidates must be based in the San Francisco Bay Area.

Expected Compensation - $65,000 - 70,000 base salary