Senior Customer Support Specialist
Bethesda, MD
Programming and testing ECG and Holter equipment and shipping this equipment globally. Additional responsibilities include, processing equipment returns, managing inventory of equipment and supplies and maintaining and updating inventory system. Daily supervision of others including Customer Support Representatives and Shipping & Receiving Coordinator.
Requirements/Qualifications:
- Helpdesk – this will be all site related issues and internal issues relating to study set up (no computer issues)
- Configuration of equipment and Escribe
- Daily management of CP2 study/site and user configuration
- Shipping & Receiving
- Daily management of equipment and supply inventory
- Staff supervision
Role Specific Duties:
- Provide front-line support to worldwide internal and external customers via phone, fax and e-mail, including after-hours Helpdesk coverage when necessary
- Work closely with on-site Project Managers, IT and Medical Operations as part of the Customer Support team
- Daily supervision of junior customer support staff
- Responsible for initiation and daily management of Cardioportal study and site setup as well as user requests, and providing weekly reports to department manager
- Troubleshoot reported problems at Cardiocore, provide workarounds and recommendations, replicate and log the incident in the tracking software
- Responsible for following the procedures described in the Standard Operating Procedures for role specific tasks
- Preparation, configuration and QC of ECG equipment to be sent to sites
- Set up and configuration of studies and sites in Escribe
- Shipping and receiving of ECG equipment, including QC checks on both incoming and outgoing shipments and updating all logs relevant to the shipments
- Site training and Investigator Meeting attendance where necessary
- Daily management of equipment and supplies inventory; assistance with forecast projections
- Provide assistance and act as deputy for department manager as required
- Develop, plan and manage other projects as assigned by department manager
Education:
- Minimum four year degree, or equivalent experience
Experience:
- Minimum four years of Customer Support experience
- Pharmaceutical and Clinical trials experience a plus
(EOE)