Application Support and Training Specialist

Mission

Responsible for providing expert-level applications training and technical support for all product lines.

Challenges we trust you with

• Provide on-site and/or remote product application support to customers.
• Provide scientific and technical information in response to inquiries regarding IBA Dosimetry products as it relates to their clinical use.
• Ensure that the technical and product release knowledge are continually refreshed.
• Track product complaints and feedback in accordance with regulatory and internal processes.
• Train and support customers to properly and safely use equipment/systems
• Serve as a technical expert and resource to our customers: training and installation guidelines are followed; and 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:
  • Create service orders, ensure smooth installation planning, remove roadblocks to regular clinical use.
  • Address routine and advanced customer issues quickly via hotline support and escalation.
• Coordinate with internal departments to ensure fulfillment of customer needs and proactive handling of incidents/complaints.
• Proactively resolve 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.
• Contribute to the bottom line of the department and the business unit as a whole.
• Manage and update databases.
• Create clear, traceable, and audit-ready customer database entries
• Follow-up on delivery status, adherence to timeframe commitments.
• Maintain a clear overview of all open issues and reacts swiftly to resolve delays.
• Author and review supportive training content.
• Write procedures, FAQ’s, presentations, and video content produced for use in enhancing our customer’s support experience as well as internal product knowledge transfer.

Travel

This role will require the employee to travel up to 50% to conduct on-site customer training. This travel will be primarily domestic and the United States (~90%). On occasion (~10%), the incumbent may be expected to travel for international assignments where specialist skills may be required as well as to attend live training at our headquarters located in Nuremberg, Germany.

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.

Compensation and Benefits

The approximate annual base salary range for this position is provided below. Within this range, individual compensation is influenced by various factors such as location, job-specific skills, work experience, and relevant education or training. This role may also qualify for discretionary bonuses, profit sharing, commissions, and benefits.

Approximate Range
$83,000 – 109,000 USD

IBA is committed to recognizing your dedication and contributions to our company's success while upholding the standards of a B Corp and living by our values. As a result, we provide benefit plans that not only reward your hard work but also offer you and your family comprehensive and affordable financial, health, and wellness protection. We are confident that you will find our benefit offerings to be of great value for both you and your dependents.

Foundational Benefits paid for 100% by IBA:
Basic Life insurance (1x annual pay)
Accidental Death & Dismemberment Insurance (1x annual pay)
Short Term Disability (80% of pay)
Long Term Disability (60% of pay)
Medical Insurance premium subsidy for each of the 3 available options
Wellness Program cash incentives (up to $500/year)
Annual contribution to Health Savings or Health Reimbursement Accounts
Dental Insurance premium subsidy
Vision Insurance premium subsidy
4% 401(k) Plan match
Profit Sharing Plan
10 weeks 100% paid Parental Leave (Mothers and Fathers)
7 personal days annually
10 days of PTO in first year
Emergency Travel Services
Employee Assistance Plan
Tuition Reimbursement Program
Professional growth education programs
Above and Beyond Reward Program
Job referral rewards

Additional benefits available:
Voluntary Life Insurance
Voluntary Spousal Life Insurance
Pre-paid Legal Services
Health Savings Account
Health Care Flexible Spending Account
Dependent Care Flexible Spending Account

Life at IBA

This role will require the incumbent to spend approximately 50% of their time at customer sites (hospitals, clinics) and the other 50% will require the employee to work from home remotely.

IBA team members thrive in a fast-paced, dynamic environment and have demonstrated exceptional results through a range of different pursuits. We all tightly align with our company values of Care, Dare, Share, and Be Fair. As we grow, we are looking to add talented people who are mission driven and bring diverse perspectives and new ways of solving problems.