Tru-D Field Service Technician
Company: NicePak Products Inc./ PDI
Location: Grand Prairie
Posted on: June 19, 2022
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Job Description:
Description
Driven by a commitment to research, quality and service, PDI, Inc.
provides innovative products, educational resources, training and
support to prevent infection transmission and promote health and
wellness. Encompassing 3 areas, our Healthcare, Sani Professional
and Contract manufacturing divisions, we develop, manufacture and
distribute leading edge products for North America and the
world.
We have several locations across the US and are looking for new
Associates to join our team!
POSITION PURPOSE
*This Position is Field Based and Will Cover Texas, Oklahoma,
Arkansas, Louisiana and Missouri*
The Tru-D Support Specialist (TSS) is one of the primary contacts
after the point of sale to new and existing Tru-D customers within
a geographic area. The TSS will work with the local Regional Sales
Manager (RSM) to align and communicate customer needs. The TSS is
charged with driving the customer's disinfection program success
and building one-on-one relationships with Tru-D stakeholders
within the hospital. The TSS must have the ability to effectively
communicate with a wide variety of Tru-D stakeholders including but
not limited to Environmental Services (EVS) staff and management,
Infection Preventionists, Floor Nurses, Operating Room Directors &
staff, Bed Control, Epidemiologists, Facilities/Operations, VPs,
CNOs, COOs and other C-Suite executives that may monitor Tru-D
programs from a high level.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Supports Sales, Clinical Affairs, Program Management and Field
Service to help ensure customer goals and objectives are aligned
with the customer's disinfection goals and objectives
Responsible for service of existing devices and supporting the
execution of Tru-D warranty obligations. Specifically: Identify,
manage, mitigate and escalate service issues(s) - Execute repairs,
troubleshooting and upgrades, including software, tablet and
device. Perform annual preventative maintenance service calls.
Will provide training to new and existing accounts on Tru-D device
operation and use of accompanying software (remote control and
web-based applications). Training to include initial, retraining,
new staff training and shadowing of Tru-D Operators.
Develop and maintain strong relationships with customers to ensure
high customer satisfaction and program effectiveness
Act as a point of contact for all customer, product-related
enquiries and work collaboratively with each department to address
issues that may arise
Monitor client performance with the use of internal Tru-D software
tools and dashboards, Key Performance Indicators (KPIs) and reports
to drive utilization. Provide liaison support to determine root
cause, assess customer needs and supply solutions to the customer
to improve their program.
Assist and identify potential sales opportunities. Support the
implementation of new and add-on devices with the ability to demo
the device and program
Support sales presentations, demos and trade shows as needed
Maintain accurate records and communication of Tru-D's customer
relationship and needs in (url removed) and other Tru-D internal
management tools
Maintain knowledge of the competitive environment while
understanding and having the ability to communicate the core
differentiators of the Tru-D device over competitive offerings
Daily activity will consist of traveling to multiple hospital
facilities within the territory, adjusting travel as needed by
customers
Up to 75% of overnight travel may be required
Work schedule may vary to support second and third shift
training
Included in rotation for on-call support of our 24-hour hotline
PERFORMANCE MEASUREMENTS
Completion percentage of Annual Maintenance in territory
Requirements
QUALIFICATIONS
EDUCATION/CERTIFICATION:
Associate's or bachelor's degree preferred
REQUIRED KNOWLEDGE:
Proficient computer skills including Microsoft Office Suite and
basic knowledge of (url removed) preferred
EXPERIENCE REQUIRED:
Knowledge of Healthcare and the Healthcare Environment preferred,
Customer Service experience required
SKILLS/ABILITIES:
Reliable for efficiency, accuracy and attention to detail. Strong
organizational and interpersonal skills are essential. Ability to
learn quickly and multitask.
WORKING CONDITIONS
No hazardous or significantly unpleasant conditions.
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Wellness Resources
Keywords: NicePak Products Inc./ PDI, Grand Prairie , Tru-D Field Service Technician, IT / Software / Systems , Grand Prairie, Texas
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