Application Support and Training Specialist

Mission

Responsible for providing expert-level applications training and technical support for all product lines. Documents product complaints and feedback in accordance with regulatory and internal processes.

Challenges we trust you with

• 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. Records are maintained in collaboration with responsible departments.
• Handle day-to-day customer service tasks: technical requests, pre/post installation follow-up, and hotline support. Creates service orders, ensures smooth installation planning, removes roadblocks to regular clinical use. Addresses routine and advanced customer issues quickly via hotline support and escalation in.
• 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.
• Communicate with customers: incident management, customer inquiries, complaint handling. Processes, investigates, and reports customer product complaints and change requests in compliance with medical device manufacturer regulatory guidelines. Complaint lead times are kept to a minimum.
• 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.
• Manage and update databases.
• Creates clear, traceable, and audit-ready customer database entries
• Follow-up on delivery status, adherence to timeframe commitments.  
• Maintains a clear overview of all open issues and reacts swiftly to resolve delays.
• 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.

What we value

You have:

• B.S.or M.S. in General Physics is preferred; however, other related degrees such as Medical Physics, Nuclear Engineering, Health Physics, as well as other Engineering disciplines and/or a background in Treatment Planning (Dosimetry) will also be considered.
• Familiarity with Proton Therapy technologies is strongly preferred.
• 1-5 years of prior working experience (includes relevant internships)
• Previous experience in delivering medical product applications training

And you also have:

• General knowledge of Microsoft products such as Excel, Word, Access, Outlook etc. are a must.
• Familiarity with Microsoft SQL Server Database administration is a plus
• Ability to troubleshoot various network connectivity issues related to TCP/IP, Firewalls, or misc. security restrictions is desired
• Fluency in French or Spanish are a plus 

Life at IBA

At IBA, we deeply value diversity and are an equal opportunity employer by choice. We consider all qualified applicants equally for employment. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.