META Clinical Application Specialist

Your Role

Key Responsibilities

• Advises customers on the implementation of optimal clinical procedures and protocols to maximize the effectiveness and efficiency of the provided equipment.
• Provides first and second-line support to clinical support associate specialists and customers, offering guidance and expertise when additional knowledge or experience is required.
• Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.
• Applies analytical skills to resolve medium complexity requests efficiently, exercising judgment within defined procedures and practices to determine appropriate actions that align with organizational goals and objectives.
• Participates in customer escalations, complaints (both safety and non-safety related), and feedback processes, following agreed-upon protocols to accurately capture information and manage associated actions.
• Collaborates with cross-functional teams, including product development, quality assurance, and regulatory affairs, to address customer concerns and enhance product performance.
• Develops and maintains a deep understanding of organization's products, clinical applications, and relevant industry standards to effectively support customers and provide informed recommendations.
• Contributes to continuous improvement initiatives within the service organization, identifying opportunities to streamline processes, enhance service delivery, and optimize customer satisfaction.
• Engages in moderately complex clinical or system applications assignments, following established procedures and protocols to ensure consistent and efficient execution of tasks.
• Documents service records encompassing detailed descriptions of encountered problems and their corresponding resolutions within the comprehensive framework of the Service Management System.
• Establishes productive internal/external working relationships to resolve mutual problems by collaborating on procedures or transactions and identifies the most economically efficient solution to minimize customer downtime while maximizing the optimal utilization of the delivered equipment.

You're the right fit if

• Minimum 4 years of experience with Vocational Education in Medical Industry, Clinical Support, Healthcare, Customer Service or equivalent.

How We Work Together

• Office-based teams work in-person at least 3 days per week.
• Onsite roles require full-time presence in the company's facilities.
• Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.

About Philips