Product Support Specialist
Plano, TX

Job Description

In March 2016, we spun off from our previous parent company and became our own publicly traded company called Nuvectra! We're a medical device company specializing in the neuromodulation / pain management space. We have some very exciting things taking place across the company and we need some passionate and experienced professionals to join our team.

At Nuvectra, we offer the following perks:

* Medical, Dental, & Vision Insurance, etc. (coverage begins the first day of the following month from date of hire)
* 401(k) Match
* 4 weeks PTO
* Floating Holidays
* HSA/FSA (if applicable)
* Family / Tight Knit Work Environment

If you are looking for that next awesome job opportunity, then apply today and let's chat!

We are currently seeking a strong Product Support Specialist to join our Plano, TX team. Details are as follows:

RESPONSIBILITIES

* Adheres to Nuvectra's Core Beliefs and all safety and quality requirements including, but not limited to: Quality Management Systems (QMS), Environmental Management Systems (EMS), U.S. Food and Drug Administration (FDA) regulations, Company policies and operating procedures, and other regulatory requirements.
* Has a technical understanding of the Nuvectra products and systems, understands product usage modes and conditions, and system interaction details.
* Provides on-demand technical support and problem solving to patients, sales representatives and clinicians to improve customer experience and reduce the frequency of complaints. Follows up with customers to ensure issue has been resolved.
* Receive and document product complaints from patients, physicians, hospitals and the field sales team, and submit complaints to the quality team in accordance with FDA requirements.
* Performs other functions as required.

EDUCATION

High school diploma required. Additional education/certifications preferred. This role is more about experience than education.

EXPERIENCE

7+ years of proven experience in providing technical assistance to users in a customer service or technical help desk role.

SPECIAL SKILLS / KNOWLEDGE

* Possesses technical competences and eexcellent problem analysis/solving abilities
* Good "bed side manner" when working with patients
* Professional communication style when working with physicians and hospitals
* Accessible and responsive to sales organization
* Excellent attention to detail and strong follow-up skills required
* Excellent interpersonal skills
* Excellent written and verbal communication skills
* Ability to multitask
* Fast-paced office environment; requires significant use of telephone and computer.
* Must be available for after-hour and weekend calls