Technical Support Specialist; Durham​/Raleigh North Carolina

Technical Support Specialist – Care Fusion

Summary:

The technical support specialist will provide clinical training to customers on all Care Fusion products in accordance with established policies and procedures. The primary purpose of this position is to facilitate customer understanding of equipment operation, basic troubleshooting and preventative maintenance. The specialist must be able to work independently and with limited supervision. They are also responsible for gathering information and feedback from end users regarding product performance and quality issues, then communicating this back to engineering and other departments as necessary.

The TSS serves as the liaison between the customer, sales representatives, service department and manufacturing.

• Provide clinical training to customers on all Care Fusion products within scope of practice.
• Conduct installation and clinical training at customer sites.
• Assist with new product evaluations and trials.
• Communicate customer complaints and issues to appropriate internal departments.
• Gather data and feedback from end-users regarding product performance and quality issues.
• Prepare reports detailing feedback received from customers.
• Provide follow‑up with customers to ensure satisfactory resolution of problems/issues.
• Work closely with customer success and fieldservice teams to ensure customer needs are met.
• Maintain current knowledge of products, features and competitive advantages.
• Optimally apply training resources such as CRM system and web‑based training programs.

• Bachelor’s degree preferred.
• Minimum of three years call center experience.

• Experience working directly with customers and healthcare professionals.
• Excellent interpersonal skills.
• Strong written and verbal communication skills.
• Demonstrated computer literacy including Microsoft Office Suite.

Minimum of 4 days of in‑office presence per week at the primary work location:
Durham, NC – Roche Drive. Remote or field‑based positions may have different workplace arrangements as indicated in the job posting. Employment is contingent upon the company’s receipt of sufficient proof that the applicant is fully vaccinated against COVID‑19. Where applicable, testing may be available or required.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.