Join Our Team at Rhythm Express
Field Clinical engineer
Position Overview
Responsible for assuring that customers are effectively and efficiently using our products. Engaged in training, answering questions from clinics and patients, and taking the necessary steps to ensure high customer satisfaction. Expected to spend 30 to 50% of time traveling and visiting new and existing accounts in The Territory (SE region). The purpose of visiting accounts will be to performs in-services, providing technical assistance and retraining, collecting returns not yet shipped back by the customer, assist with collections, identifying lost hardware or hardware that needs replacing, and upselling accounts that need additional hardware. Activities performed while working with customers will be documented in CRM software. Provides backup/rotation with other tech services staff to support calls and tickets for customers in all territories.
Job Accountabilities
- Performing Training and In-services for accounts.
- Providing in-person assistance to accounts, creating tickets documenting the help.
- Providing support over the phone/email one day per week on non-travel day
- Engaging accounts in the assigned territory that are at risk of leaving to prevent churn.
- Upselling accounts needing additional units.
- Collecting devices that are from outstanding returns and RMAs.
Core Competencies
- Knows the Business:
- Communicates effectively with customers to understand their unmet needs and envision products and services that will address those needs.
- Maintains an understanding of assigned domains of expertise and shares significant new information with others in the company to identify strategic opportunities and anticipate threats to the business.
- Educates others in strategic business vision, goals, and objectives, and helps others to understand how changes in the industry impact our business.
- Promote Teamwork:
- Assesses the capabilities, intellectual capacity, and working styles of individuals in order to assemble cohesive and highly productive teams.
- Able to assemble effective cross-functional groups to solve difficult problems and accomplish challenging objectives.
- Provides the necessary guidance and support to ensure that teams function effectively.
- Communication:
- Creates a climate of openness in which ideas are exchanged for the benefit of the organization.
- Ensures that employees and contractors are well informed of key issues and needs in order to maximize engagement.
- Effectively models and builds a culture of continuous learning.
- Manage Execution:
- Creates an environment that enables effective execution and high-quality product and service delivery throughout the organization.
- Achieve balance between short-and long-term priorities when making decisions in order to achieve company objectives.
- Drive, Innovation, & Change:
- Able to create new technology and ideas that provide innovative solutions to customer problems.
- Develops solutions that are “Cutting Edge” new to the industry.
Qualifications and Expected Functional Competencies
- Access to reliable transportation. Will spend up to 50% of the time on the road
- Strong knowledge of computers, computer applications (Office 365, Windows), and CRM applications
- Strong written and oral communication skills. Can conduct yourself professionally while maintaining business relationships
- Experience providing training/teaching
- Bachelors degree or equivalent work experience in related discipline + 1 yrs. related experience providing technical support
- Ability to work in a fast paced, sometimes stressful, environment
- Enjoys helping people
- Ability to apply critical thinking and creativity to problem solving
Desired Functional Competencies
- Familiar with SQL Databases
- Knowledge of IoT communications
- Experience with HIPPA
- Knowledge of instrumentation for collecting and/or analyzing ECG
- Ability to operate a business phone line, merging and transferring calls
- Knowledge of FDA/MDR device regulations
- Ability to work independently with attention to detail
- Able to multi-task and prioritize urgent matters
- CRT or CRAT certification
About VivaQuant
VivaQuant is a leading provider of remote cardiac monitoring services. Our Rhythm Express RX-1 mini is the smallest and most advanced one-piece mobile cardiac telemetry (MCT) device on the market. Rapid market adoption of the mini has positioned us as one of the fastest growing MedTech firms in the Twin Cities. We offer a collaborative and inclusive work environment where personal initiative, development, and learning are highly valued. We provide excellent benefits including medical, dental, and vision coverage and stock options.
VivaQuant is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.