Job Description Summary

The Field Support Specialist surpasses the customer’s expectations by providing a personalized experience that prioritizes the customer’s needs and success to establish trust and loyalty with BD-UCC-TTM products and solutions. This position partners with the Sales and Service teams and will assist in meeting commercial objectives through targeted customer interactions. The Field Support Specialist supports new product sales and the service of TTM capital and service products by delivering value-added services, characterized by convenience, speed, and foreseeing opportunities to remove barriers and resolve issues before they present a problem to the customer.

Job Description

We are the makers of possible 

 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

Responsibilities

• Use a multi-channel approach to keep the customer informed of planned activities, follow up actions, and conduct post-activity reviews to ensure customer satisfaction. 

• As vital, assist customers with the ordering process for new products, disposables, and replacement parts and accessories. 

• Facilitate communication with TTM Technical Support to initiate repairs either onsite by BioMed personnel or at the Repair Depot. 

• Assist in scheduling Repair Depot repairs and preventative maintenance, follow up with BioMed to acquire POs, initiate loaner unit(s) if eligible, and coordinate shipping, installation, and programming.  

• For warranty coverage, support the service and repair process by creating RMAs, ordering loaner devices, and packing customer devices for return to a BD service depot. Coordinate the delivery of loaner or replacement devices.  Receive the loaner or replacement devices at the customer facility, unpack, perform system setup, and remove all packaging from the site. 

• Receive new product and evaluation unit deliveries at the customer facility, unpack, perform initial system setup, and programming, and remove all packaging from the site. 

• Inform the Territory Manager and Regional Manager of customer product/sales inquiries or any significant changes at the account, i.e., competitive threats, down units. 

• Perform functional verification and checks of TTM Arctic Sun capital devices. 

• Provide basic EMR connectivity support through access to capital units and information within. 

• Identify discrepancies or changes to customer or product data and work with appropriate Sales, Business Unit, and Service teams to update the CRM, ERP, and service management systems. 

• Support lifecycle initiatives, product recalls, and field actions through field-based support activities. 

• Support the Territory Manager in the creation and presentation of a Fleet Review on a semi-annual basis. 

• Encourage and quote opportunities for extended warranties and monitor the expiration of current extended warranties in the field. 

• Salesforce will be used to record all customer interactions that lead or will lead to revenue-driving opportunities. 

Minimum Qualifications

• BS/BA degree required.

• 2-4 years of experience in customer service or sales positions.

• Presentation Skills: written and verbal within a client support setting.

• Te