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| Medical Device Technology Liaison |
Job Location:
Metro Area: |
Langhorne, PA
PA - Philadelphia
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Category: |
Customer Service
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Contact Info |
Company Name: ICT Group, Inc. 09
| Address: |
100 Brandywine Blvd.
Newtown,
PA 18940
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Contact Name: Mary Dooner
Phone: 267-685-5586
Fax: 267-685-5708
Apply: Submit Resume Now
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Job Description:
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Client Services, Medical Device Technology Liaison
Langhorne, PA
ICT GROUP, Inc. is a leading provider of Contact Center Business Professional Outsourcing Services. And, we are happy to announce that we are seeking a Client Services, Medical Device Technology Liaison.
Do you like helping people live a better life while being involved in new and exciting technology?
Acting as a product liaison between ICT and the medical devise client manufacturing’s R&D department, you’ll be intricately involved in client relations from clinical trial coordination to implementation through a team of agents. In this role you will:
• Handle escalated technical support for IDM (Intensive Diabetes Management) product line.
• Serve as technical mentor and coach for front-line IDM representatives.
• Review cases for technical accuracy and provides feedback to trainers, supervisors, and representatives.
• Interface with cross functional departments
• Make strategic recommendations to help drive next generation customer service
• Review, update, and create (surveys) as required to maintain accurate troubleshooting information for IDM product line.
• Provide technical input to training materials and provide technical training as required on IDM product line.
• Serve as product communication liaison between IDM R&D, Engineering, Complaint Investigation Group, and keeping current on product investigations, changes, and developments.
• Obtain and maintain a comprehensive knowledge of the product line from both a user and technical perspective.
In addition, you will be knowledgeable about diabetes, intensive diabetes management, and results of clinical studies as they pertain to product performance. You will have a professional demeanor and strong focus as well as the ability to practice management guidelines, a self starter who can think independently, solve problems creatively, deal with ambiguity, develop/implement policies and procedures, foster team building, and travel approximately 25% of the time.
You will also need previous experience in providing product technical support and/or field technical support in health care, authoring technical troubleshooting manuals or scripts, complaint handling, and/or failure and root cause analysis for medical and/or diagnostic devices, and products including glucose monitors, continuous glucose monitors, and insulin pumps preferred. Previous product development experience a plus.
Our ideal candidate has a BA/BS or equivalent in a technical discipline such as engineering, chemical, biomedical, engineering technology, or related fields as well as a client and customer service background.
ICT Group offers a very competitive salary and comprehensive benefits package. For immediate consideration, please email your resume with salary requirements to: Resumeshr@ictgroup.com or fax: 267-685-5708.
Please reference job code: MDTL
ICT Group, Inc. is an equal opportunity employer.
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