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Customer Support Specialist

Company IBA
Location Bartlett, TN
Update 5 Day ago
300
The fastest and most accurate Dosimetry solutions.

We are the global #1 solution provider of quality assurance and patient safety for medical devices in cancer treatments. Our solutions enable healthcare professionals to improve the quality, efficiency and safety in medical imaging and cancer therapy. Dedication on innovations and cutting edge solutions are the basis for our double digit growth for many years. Now we are about to enter a new phase into an even brighter future. Come and join us!

IBA : opening new ways in the fight against cancer.

IBA is a cancer diagnostics and treatment company and the worldwide technology leader in the field of proton therapy. The Company’s expertise lies in the development of next generation proton therapy technologies and radiopharmaceuticals that provide oncology care providers with premium quality services and equipment, including IBA’s leading fully integrated IntegraLab® radiopharmacy system, and Dosimetry advanced solutions for Quality Assurance of medical equipment and increased patient safety.

Headquartered in Belgium and employing more than 1,500 people worldwide, IBA currently has installed systems across Europe and the US and is expanding into emerging markets.

The Company is focused on providing solutions in the fight against cancer.”
Conduct preventative maintenance inspections on customer equipment

Travels to customer sites to conduct annual PMI’s in order to keep customer systems in pristine condition and to ensure the highest quality assurance. This work may also be performed in our workshop.

Carry out repairs on-site repairs of customer hardware

Provides a rapid response and travels to site to assist in the repair of components that can cause a clinic to go down during a critical period. These duties will be infrequent but are an important component of the position.

Provide on-site and/or remote product application support to customers.

Scientific and technical information are provided in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use; Technical and product release knowledge are continually refreshed.

Train and support customers to properly and safely use equipment/systems

Serves as a technical expert and resource to our customers; Training and installation guidelines are followed and records are maintained in collaboration with responsible departments.

Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.

Proactively resolves service incidents and complaints according to established procedure/processes.

Advise customer on spare part selection, maintenance services, upgrades, reports potential sales to Service Sales Representatives.

Contributes to the bottom line of the department and the business unit as a whole.

Author and review supportive training content.

Written procedures, FAQ’s, presentations, and video content produced for use in enhancing our customer’s support experience as well as internal product knowledge transfer.

Conduct preventative maintenance inspections on customer equipment

Travels to customer sites to conduct annual PMI’s in order to keep customer systems in pristine condition and to ensure the highest quality assurance. This work may also be performed in our workshop.

Carry out repairs on-site repairs of customer hardware

Provides a rapid response and travels to site to assist in the repair of components that can cause a clinic to go down during a critical period. These duties will be infrequent but are an important component of the position.

Provide on-site and/or remote product application support to customers.

Scientific and technical information are provided in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use; Technical and product release knowledge are continually refreshed.

Train and support customers to properly and safely use equipment/systems

Serves as a technical expert and resource to our customers; Training and installation guidelines are followed and records are maintained in collaboration with responsible departments.

Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.

Proactively resolves service incidents and complaints according to established procedure/processes.

Advise customer on spare part selection, maintenance services, upgrades, reports potential sales to Service Sales Representatives.

Contributes to the bottom line of the department and the business unit as a whole.

Author and review supportive training content.

Written procedures, FAQ’s, presentations, and video content produced for use in enhancing our customer’s support experience as well as internal product knowledge transfer.

Education and Experience:
M.S. or B.S. in Nuclear Engineering, Health Physics, as well as other Engineering disciplines and/or a background in traditional Physics will be considered.

1-5 years of prior working experience (includes relevant internships)

Experience in medical product applications training is strongly desired.

Fluency in French or Spanish are a plus

Knowledge of electronic circuitry design and/or repair is a plus

Computer Skills:
General knowledge of Microsoft products such as Excel, Word, Access, Outlook etc… are a must.

Familiarity with Microsoft SQL Server software is a plus

Behavioral Characteristics:
Detail oriented

Driven and proactive

Customer-focused

Excellent communication and training skills

Team player

Able to work Independently in challenging environments

Physical Demands:
Ability to lift >50 pounds repeatedly.

Ability to sit for long periods of time.

Good manual dexterity.

Ability to hear and speak clearly.

English proficiency is a must

Work Environment:
Experience in a hospital environment is a plus

Working hours can occasionally exceed 40 per week

Night work and weekends are occasionally required

Occupational exposure to radiation

Frequent Domestic and international travel to conduct preventative maintenance, repairs, product training, and installations. Up to 90%.

IBA offers you the opportunity to realize great achievements in the fight against cancer. Our employees are perceived as passionate, pragmatic and result oriented people dedicated to develop leading edge technologies to protect, enhance and save lives !

If you are stimulated by multicultural challenges and willing to travel, we offer you the opportunity to join a team of more than 35 nationalities working on more than 40 different sites on 3 continents.

IBA offers you a competitive performance based compensation package and a flexible work environment. You have real possibilities to evolve within IBA's worldwide, leading organization and to create your own career path, supported by training programs to acquire new skills and ensure they stay sharp.

As an Equal Opportunity Employer IBA is committed to a diverse workforce.