Technical Product Consultant - RIKA

Technical Product Consultant - RIKA at Vantive summary:

The Technical Product Consultant at Vantive provides expert technical support and troubleshooting for advanced medical devices used in kidney and vital organ therapies. This role involves resolving complex customer issues, supporting clinical installations, conducting technical training, and collaborating with cross-functional teams in high-stress medical environments. The position requires extensive travel, strong interpersonal skills, and expertise in biomedical engineering and IT systems to enhance patient care and therapy administration.

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies.

Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role

Are you the type of person that stays engaged with a difficult problem and won’t give up until finding a solution? Are you a strategic thinker who enjoys breaking down complex issues to propose solutions? Are you able to work in a high-paced environment and deescalate issues using your technical and interpersonal expertise? Do you like to travel? If so, we are looking for you!

As a countrywide field-based Technical Consultant you will be a key member of Vantive’s Technical Service team supporting the service of medical devices within hospital and clinical settings. Technical Consultants are product experts who interface with customers and internal teams to resolve escalated field service repairs, customer issues. You will resolve difficult customer situations with root cause identification usually requiring significant technical or procedural troubleshooting.

You will use interpersonal skills to deescalate issues and work effectively with cross-functional teams consisting of internal/external, clinical, and technical resources in high stress situations.

Essential Roles and Responsibilities

• Primary contact and subject matter expert to evaluate and consultant on escalated service repair issues and provide expert technical support on medical devices.

• Apply expert knowledge in escalated product and systems issues to provide service recommendations in device(s) and computer-based systems.

• Investigate patient safety concerns and provide effective and timely resolution to all stakeholders.

• Participate in installation planning phase to support new and existing product launches.

• Effectively and proactively liaises between the customer, service depot, R&D and field service, and other stakeholders to assist in day-to-day needs.

• Communicate accurately and confidently during customer resolutions, while maintaining customer confidence in the product, the field representative, and the company.

• Leverage industry leading concepts to deliver robust, data driven solutions, e.g. Lean, Six Sigma

• Provide documentation and technical expertise to the customer for their creation and revision of training programs, curricula, service processes, forms and/or any other training related material.

• May conduct technical training classes for internal/external attendees.

• Together with 3rd party manufacturing team, monitors service updates and training content for opportunities to enhance and improve training materials.

• Provide direction and mentoring to team members.

• Lead and execute individual and team projects that maximize customer value and improve the…