Product Support Technician

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Job Summary

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.

The Provides technical support to global customers in support of technology solutions. Specifically, will provide assistance to patient customers by providing Level 1 technical support for specific products, such as Mymobility and PersonaIQ. Responsible for developing and maintaining relationships with internal team members and external customers, while also providing support to end users.

Principal Duties and Responsibilities

• As the face of Zimmer Biomet, exemplify Core Values during all interactions with external customers and patients.
• Support external patient customers / end-users in the delivery and use of technology solutions.
• Assist patients in downloading the Mymobility app and syncing with their Apple watches. Will also assist patients with installing Base Station and PersonaIQ, which entails waling a patient through installing software on a home laptop and connecting it to their WiFi.
• Role includes IT troubleshooting with a focus on Customer Support for new technology products.
• This will require a working schedule outside of normal US business hours in order to effectively interact real-time with customers.
• Become a subject matter expert in technology solutions functionality and use. Share this knowledge with both internal team members, customers and end-users.
• Provide Level 1 support to patient customers to ensure that incidents are being appropriately resolved or escalated appropriately.
• As necessary, manage the escalation of incidents to the development team, track escalations through closure and provide closure to internal and external customers.
• Provide internal teams with insight regarding customer usage and trends, in order to improve the overall product.
• Report on and communicate Key Performance Indicators for support.
• Identify and escalate potential customer complaints as necessary to meet regulatory requirements.
• Fully document IT support issues and their resolution for increased team efficiency in meeting customer needs. This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

Expected Areas of Competence

• Effective interpersonal and communication skills (written/verbal).
• Ability to interact effectively with customers and end-users from different cultures and geographies.
• Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
• Customer-first and results orientation; acts with a sense of urgency to resolve customer IT issues and delivers results in an efficient and timely manner.
• Experience with an Incident Managements System is required.
• Good problem solving and assessment capabilities, while maintaining a positive relationship with the customer.
• Independent decision-making required, in order to effectively resolve issues when other staff may not be available (i.e. off hours).
• Ability to cross-functionally collaborate within the Personalized Solutions team as well as across global Zimmer Biomet business units.
• Accuracy, attention to detail and timely follow through are critical. Strong understanding of end-user IT technology; basic understanding of networking technology preferred.

Education/Experience Requirements

• High School diploma required; bachelor’s degree in Information Technology or related field preferred.
• Technical IT certifications preferred.
• 2-3 years of experience in computer maintenance and support or equivalent combination of education and experience.
• Experience in customer support preferred. Formal education or experience with non-English languages and other cultures is highly desirable.

Travel Requirements

Up to 10%

Additional Information

At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. This is why we offer you a competitive rewards package that includes medical, dental, vision, life and disability insurance, wellness incentives, employee assistance programs as well as paid time off for vacation and holidays.

EOE/M/F/Vet/Disability

Compensation Range: $51000 - 65000