Job Description

Essential Functions

For each call received, document the details of the call via a TKS Service Request record in the company database. Complete or escalate calls to quality or service dispatch as needed.

Clearly communicate the outcome and follow-up actions from the call to the Customer Care team, and any business requiring next day follow up to the in-house Product Support team.

Keep abreast of new company products and services, providing technical expertise and end user input as required.

Work with management on customer service initiatives.

Provide technical reviews of customer facing device related marketing materials when requested.

Attend annual training on-site with Product Support in-house team

Minimum Requirements

• Demonstrates knowledge and understanding of the Therakos Cellex photopheresis instruments.

• Holds a current Therakos ECP Operator certificate (any software from 3.0-5.4) with experience managing active photopheresis systems in a hospital or clinic environment, including patient monitoring, user support and training.

• Demonstrable ability to understand technical information related to medical devices with strong attention to detail, quality and GDP practices.

• Communication and interpersonal skills with a demonstrated ability to communicate ideas and information.  Daily contact with confused, concerned or irate customers is the norm-confident demeanor and poise is required.

• Basic computer skills (Microsoft office applications preferred- Microsoft Word, Excel, PowerPoint and Outlook, Internet Explorer or the like).

• Must display a team-oriented approach with the ability to establish solid relationships with diverse groups of individuals.

• Must demonstrate ability to prioritize and handle multiple tasks in a timely fashion, with minimum supervision and efficient follow-up

• Must be proactive, efficient, customer-focused, and able to work under pressure with tight timelines.

• Must be able to exercise independent judgment and interact effectively with internal and external customers, including international colleagues.

Education:

• BS/BA in Nursing – Registered Nurse preferred.

• Biomedical laboratory experience or related biomedical device field

• Apheresis certification a plus

​Experience:

• Preferred: 2-3+ years of Registered Nurse background in treating patients with TKS photopheresis systems

• Experience in Critical Care, Apheresis and/or dialysis a plus

• Knowledge and training in GDP practice preferred.

Preferred Skills/Qualifications:

• Excellent oral and written communication skills along with the ability to listen effectively to others.

• Excellent interpersonal skills with ability to work in a team/matrix environment.  Must be customer focused

• Excellent problem-solving skills

• Ability to focus on quality and accuracy of work product; outstanding attention to detail

• Ability to work with minimal supervision; individual should be a self-starter

• Ability to coordinate multiple tasks in fast-paced environment.

• Proficient in Microsoft® Office applications (Word, Project, Excel, PowerPoint)

Other Skills/Competencies:

• Capability and comfort in communicating and interfacing with personnel at all levels in the organization, including management and senior management.

Organizational Relationship/Scope:

This role reports to the Manager Product Support – Therakos or designee in the Operations Department, based in the NJ office. This position will primarily support Customer Care, Operations and Medical Affairs teams, Quality and Safety organizations, Sales and Marketing teams.

The Product Support Specialist will provide point of care telephone support, identifying device complaints and maintaining support records in accordance with current regulations.

Working Conditions:

The work environment is a personal home office setting.  Work hours range up to 19-hours per week.  (Fully remote role)

How to Apply

Job Categories: Equal Opportunities. Job Types: Part-Time. Salaries: 60,000 - 80,000.

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