Clinical Support Specialist

Job Summary

The Clinical Support Specialist is responsible for supporting Masimo field representatives and our customer's clinical and biomedical personnel. Additionally, the Clinical Support Specialist is responsible for the management of multiple issues of high complexity, with direct interface from identification to resolution with customers.

Duties & Responsibilities

• Ability to be an integral part of a global, 7x24, fast-paced clinical and technical services team;
• Drive clarity and focus in customer escalation status calls of a clinical nature;
• Act as point person in coordinating efforts between multiple departments through issue resolution;
• Provide 2nd level support on Masimo's Automated Data Collection (ADC) toolset to field Clinical Specialists and Account Managers;
• Provide a clinical support perspective on biomedical training material and support documentation;
• Produce Technical Service Bulletins and Customer response letters;
• Monitor customer/clinical support processes and procedures. Identify potential field training issues and propose solutions;
• Report field failures and customer complaints per the Masimo Quality System;
• Periodic customer visits to maintain user/customer and field sales perspective;
• Perform other duties or special projects as requested;

Minimum Qualifications

• Three or more years as a Registered Respiratory Therapist or Registered Nurse;
• Must meet current state and/or professional license requirements or have been in good standing when having left bedside healthcare;
• Three or more years of experience with demonstrated success in project management, preferably in the medical technology field;
• Must possess an ability to work at a clinical level with engineers and customers;
• Must be able to communicate clearly and concisely in both written and verbal format;
• Excellent organization skills, ability to proactively troubleshoot both process and specific customer implementation issues;
• Ability to travel nationally and internationally;

Preferred Qualifications

• Knowledge of medical diagnostic equipment;
• Direct critical care, NICU, OR, or emergency medical experience. Ability to communicate with all areas of the healthcare industry;
• Strong cardio-pulmonary background;
• Strong hemodynamics knowledge;
• Proficient in Excel and Word;
• Excellent troubleshooting & analytical skills;
• Strong communication and writing skills;

Education

A Bachelor of Science degree is required. RRT or RN Certification is also required. Related clinical or technical experience will be considered in lieu of a BS degree.

Compensation: The anticipated range for this position is $85,000 to $115,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, and experience.

Physical Requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing, and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Some travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver's license is required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

Masimo is proud to be an EOE/, M/F/D/V, and we are committed to Diversity at every level