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Clinical Technical Support Analyst Full-time

at Compumedics in North Carolina (Published at 17-04-2019)

Compumedics is currently searching for a Compumedics Clinical Technical Support Analyst o join our Global Support Team in Charlotte NC. Compumedics Limited (ASX: CMP) is a medical device company involved in the development, manufacture and commercialization of diagnostics technology for the sleep, brain and ultrasonic blood-flow monitoring applications. The Company owns US based Neuroscan and Germany based DWL Elektronishe GmbH. In conjunction with these two subsidiaries, Compumedics has a broad international reach, including Americas; Australia and Asia Pacific; and Europe and the Middle East.

JOB SUMMARY:

As a Compumedics Clinical Technical Support Analyst based in Charlotte NC, you report to the Global Service Manager. The Clinical Technical Support Analyst at Compumedics USA you will be in charge of managing customer support issues to successful and satisfactory, resolution Triage and troubleshoot customer issues, report defects to Product Management, and contribute to knowledge base.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responsible for providing 1st Tier Global Call Centre Support to our rapidly growing Global customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies.
  • Supporting Compumedics / Neuroscan Customers performing clinical and research, EEGs, and ERPs recordings and analysis on subjects and patients of all ages (infant to geriatric)
  • Taking ownership of technical issues, and working with our Escalation group to resolve more advanced issues when necessary
  • Documenting troubleshooting and problem resolution steps
  • Providing in-depth 24-hour support of products distributed by Compumedics, Inc. Performing remote session problem -solving and remote software installations.
  • Serving as a facilitator among internal departments, including Software, Engineering, Production, Finance, Shipping and Sales to varying extents on support related issues.
  • Must have a temperament suitable for direct interaction with the users under what can be demanding conditions. This includes a friendly comportment, considerable patience, a high toleration for frustration, and the flexibility to switch attention quickly from one task to another.
  • RMA Triage incoming Repairs
  • Pre-Stage Post Sales Compumedics Equipment
  • Perform Global shift work in a rotation of 4 Shifts:

1st Shift

2nd Shift

3rd Shift

Weekends

  • Required to be a 24 hour On-Call Phone Support in a rotating basis throughout the year.

TRAVEL REQUIREMENTS: Local Travel up to 15%

  • Required to Travel Local
  • Required to have valid Driver?s License
  • Required to have a dependable vehicle
  • Required to have a credit card to hold 30 days of Expenses

EDUCATION REQUIREMENTS:

  • Required 2 Year College Diploma or Equivalent work experience in related area such as IT or medicine/biology.
  • Prefer: 4 Year Degree
  • Required Registry by the American Board of Registered Electro Neurodiagnostic Technologists (ABRET) in EEG
  • Required Registry by the American Board of Registered Electro Neurodiagnostic Technologists (CLTM) in EEG
  • Required Registry by the American Board of Registered Electro Neurodiagnostic Technologists (CNIM) in EEG
  • Required Registry by the American Board of Registered Electro Neurodiagnostic Technologists (NIOM) in EEG
  • Required Registered Polysomnography Technologist Certification ? RPSGT
  • Microsoft Certification: CompTIA A+, CompTIA Networking+, Server+, Security+, Cyber Security+ Certification. (Preferred)

EXPERIENCE REQUIREMENT:

  • 1 +years Technical Phone and Customer service experience with troubleshooting and resolving Technical Issues.
  • 3+ years of Clinical EEG Routine and Epilepsy Long Term Experience
  • 3+ years of Clinical PSG Experience
  • Knowledge of Compumedics PSG/EEG/CURRY Software desired
  • Applicants should have proficiency Clinical EEG, Epilepsy Monitoring (LTM) and polysomnography.
  • Applicants should have a well-rounded clinical background with an interest in teaching and troubleshooting modalities.
  • Intermediate understanding of Microsoft Office products; Outlook, Excel and PowerPoint and Word are required.
  • 3+ years working knowledge of Microsoft Operating Systems, Windows 7, Windows 10, MS Office Products, and General Desktop Support Issue

OTHER REQUIREMENTS:

  • Must hold a valid driver?s license and have a driving record showing less than three moving violations in the previous three years.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
  • Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is (sometimes, regularly, frequently) required to:

- Sit, walk, stand

- Use hands to finger, handle or feel objects, tools or controls

- Reach with hands and arms

- Climb or balance

- Stoop, kneel, crouch or crawl

- Talk or hear

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.

  • The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
  • Specific vision abilities required by this job include (close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus).

Job Type: Full-time

Experience:

  • Compumedics is currently searching for a Compumedics Clinic: 2 years (Preferred)

Benefits offered:

  • Paid time off
  • Health insurance
  • Dental insurance
  • Healthcare spending or reimbursement accounts such as HSAs or FSAs
  • Other types of insurance
  • Retirement benefits or accounts


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