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Technical Support Specialist
Company: Abiomed
Job ID#: 90120
# of Positions: 1
Job Type: Full Time
Location: Danvers
Department: Field Service
Salary: Commensurate with Experience
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Job Description
ABIOMED is looking for aTechnical Support Specialistwho will provide technical and logistical support to our customers, field teams, international distributors and internal ABIOMED customers. They will also conduct service training seminars for customers, provide product training for ABIOMED field teams, write technical procedures for field upgrades and preventative maintenance and assist the Engineering Department with complaint follow-up, investigation and closeout. This position is office based in Danvers, MA.
Principle Duties and Responsibilities:
* Perform product installations, preventive and corrective action service calls, implement Field Change Notices (FCN\'s), updates, retrofits, etc. at customer sites and in house.
* Write procedures for field upgrades and preventative maintenance.
* Provide technical support for both domestic customers and international distributors including troubleshooting of equipment problems via telephone, follow up on technical requests and problems, and writing of technical service memos.
* Develop and present certified service training classes and programs to customers, distributors, service reps., and service agents.
* Forecasting of the field service spare parts that are required to support the domestic and international product install base.
* Develop and maintain updated field service spare parts lists, service kits and service inventory.
* Provide rotating 24/7 rotating on call service and support coverage for customers, distributors and ABIOMED field teams.
* Provide in house depot service and repairs.
* Responsible for testing and burn in of spare parts as required.
* Manage service inventory (in house and field based inventory kits).
* Assist Engineering with complaint follow up, including evaluation, testing, investigation and closeout.
* Assist with writing and reviewing of technical manuals documents.
Skills/Requirements
Job Qualifications:
* BS, Electrical Engineering Technology preferred or equivalent experience
* 5+ years servicing and supporting medical products.
* Manufacturing experience desirable.
* Knowledgeable with regulatory guidelines pertaining to servicing of medical devices.
* Strong writing and communication skills.
* Strong computer related skills (Microsoft Office applications).
* Ability to work in the hospital and laboratory environments (O/R, Intensive care units, animal labs).
* Strong service selling skills required.
* Ability to travel domestically up to 25%. Occasional international travel required.

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