Tru-D Field Service Technician

Company: NicePak Products Inc./ PDI
Location: Grand Prairie
Posted on: June 19, 2022

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