Tru-D Support Specialist - Houston, TX

POSITION PURPOSE

The Tru-D Support Specialist (TSS) provides technical support and implementation services for Tru-D customers. The TSS is the primary contact after the point of sale to new and existing Tru-D customers within a geographic area. The TSS is charged with driving the customer's disinfection program success and building one-on-one relationships with Tru-D operators and managers.

• Responsible for service of existing devices in support of Tru-D warranty obligations. Specifically:
  Identify, manage, mitigate and escalate service issues(s) Execute repairs, troubleshooting and upgrades. Perform annual preventative maintenance service calls.
• Provide training to new and existing accounts on Tru-D device operation and use of accompanying software. Training includes 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 inquiries 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.
• Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program.
• Support the implementation of new devices with uncrating, inspection, testing and demos
• Support sales presentations, demos and trade shows as needed
• Maintain accurate records and communication of Tru-D's customer relationship and needs in  and other Tru-D internal management tools
• Maintain service tools and inventory
• Daily activity will consist of traveling to multiple hospital facilities within the territory, adjusting travel as needed by customers
• Up to 80% 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

• Associate's or bachelor's degree preferred
• Must obtain required hospital credentialing as needed

• Proficient computer skills including Microsoft Office Suite and basic knowledge of  preferred

• Customer Service experience required
• Knowledge of Healthcare preferred

• Reliable for efficiency, accuracy and attention to detail.
• Strong organizational and interpersonal skills.
• Ability to learn quickly and multitask.
• Strong analytical and problem-solving skills
• Highly motivated with the ability to work independently, multi-task and collaborate effectively in a team environment.
• Have a sense of urgency with the ability to prioritize and use critical thinking to make timely decisions.

• No hazardous or significantly unpleasant conditions.
• Role is field based with frequent travel required.

• $60,000 - $65,000 Annually

• Medical, behavioral & prescription drug coverage
• Health Savings Account (HSA)
• Dental
• Vision
• 401(k) savings plan with company match and profit sharing
• Basic and supplemental Life and AD&D insurance
• Flexible Spending Accounts (FSAs)
• Short & long-term disability
• Employee Assistance Program (EAP)
• Health Advocacy Program

• Legal services
• critical illness, hospital indemnity, accident coverage,  and fraud protection, pet insurance and employee discounts

sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.

All of our Support Specialist professionals are eligible to participate in a monthly car allowance, mileage reimbursement, company issued phone and laptop

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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