Field Service Representative - Los Angeles, CA / Phoenix, AZ

Position Summary

This Field Service Representative is responsible for onsite field service and support for Teleflex cardiac customers in hospitals and other facilities across North America. This representative will partner with regional and territory sales managers, clinical specialists, and service personnel in a designated territory.  Incentive compensation is offered through a Management by Objectives (MBO) structure, aligning individual performance with defined business goals and key organizational objectives.

Principal Responsibilities

•    Support the sale of biomed training, demand services, and contractual sales in the region.
•    Execute clinical engineering services (installations, field updates, service, and repair) in a territory comprised primarily of existing customers. 
•    Support clinical engineering services outside of managed territory as needed.
•    Document field service work, customer contact data, call data, and other service data for customers on to field service forms, computer databases, and Field Service management system.
•    Ability to interact professionally with in-coming requests from cross functional team members and various hospital personnel requiring immediate technical support.
•    Provide customer technical support via phone, email, and at the customer site.
•    Proactively recommend service support strategies based on territory characteristics.
•    Indentify and provide leads to support growth of service contracts. 
•    Maintain thorough knowledge of the Teleflex MCS services offering and the competition.
•    Manage and maintain expenses efficently to designated budgets.
•    Manage consignmnet inventory for batch control, accuracy, and efficiency.
•    Ensure all training, certifications, and licensing requirements are met.
•    Provide voice of customer feedback to the sales, service, and marketing team.
•    Perform related duties and special projects as assigned.
•    Lead BioMed Technical Training Courses.
•    Manage third party agents that provide customer support within your territory to ensure customer commitment and satisfaction.
•    Maintain open communication with Service, Sales, and Clinical representatives within your territory.
•    Ensure full compliance with all Teleflex processes, policies, and guidelines. 
•    Ensure customer engagement via the Field Service customer survey. 
•    Ensure timely communication and collaboration with customer based on customers service needs.

Education / Experience Requirements

•    5 years of technical service experience in a hospital or clinical setting. 
•    Experience with balloon pumps preferred.
•    Experience selling biomed service contracts preferred.
•    Associate degree in a related technical field or Advanced Certification License in a related field or 5 years of relevant clinical service experience.
•    Basic understanding of electrical and mechanical systems in medical devices.

Specialized Skills / Other Requirements

•    Exceptional technical acumen.
•    Strong self-motivated, customer focused attitude.
•    Strong verbal, written communication skills.
•    Exceptional organizational and time management skills.
•    Ability to work within the constraints of a regulated industry.
•    Understanding of overall healthcare environment/landscape.
•    Strong computer skills, especially MS Excel, Word, and PPT.
•    Able to work on call shifts to support customers.

Key Relationships / Interfaces
•    Regional Sales Managers
•    Territory Sales Managers

•    Field Service Representatives
•    SBU Service Personnel
•    SBU Product and Marketing Managers
•    Finance
•    Operations

The pay range for this position at commencement of employment is expected to be between $90,000 - $100,000, (inclusive of commissions) however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  Commissions will also vary depending on individual performance.  The total compensation package for this position will also include benefits such as medical, prescription drug, dental and vision insurance, flexible spending accounts, participation in 401(k) savings plan, and various paid time off benefits, such as PTO, short- and long-term disability and parental leave, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
 
If hired, employee will be in an “at-will position,” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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Working Conditions / Physical Demands

TRAVEL REQUIRED: 75 % Regional Travel

WORKING ENVIRONMENT:
☐ Office/Professional        ☐ Plant/Manufacturing    ☒ Remote/Field     ☐ Laboratory