Tru-D Support Specialist - West Region

Driven by a commitment to research, quality and service, PDI, Inc. provides innovative products, educational resources, training and support to prevent infection transmission and promote health and wellness. Encompassing 3 areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture and distribute leading edge products for North America and the world.

We have several locations across the US and are looking for new Associates to join our team!

*This position is field based and will cover Northern California, OR, WA, ID, MT*

The Tru-D Support Specialist (TSS) provides technical support and implementation services for Tru-D customers. The TSS is the primary contact after the point of sale to new and existing Tru-D customers within a geographic area. The TSS is charged with driving the customer’s disinfection program success and building one-on-one relationships with Tru-D operators and managers.

1. Responsible for service of existing devices in support of Tru-D warranty obligations. Specifically: Identify, manage, mitigate and escalate service issues(s) Execute repairs, troubleshooting and upgrades. Perform annual preventative maintenance service calls.
2. Provide training to new and existing accounts on Tru-D device operation and use of accompanying software. Training includes initial, retraining, new staff training and shadowing of Tru-D Operators.
3. Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness
4. Act as a point of contact for all customer, product-related inquiries and work collaboratively with each department to address issues that may arise
5. Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization.
6. Support quality investigations to determine root cause, assess customer needs and supply solutions to the customer to improve their program.
7. Support the implementation of new devices with uncrating, inspection, testing and demos
8. Support sales presentations, demos and trade shows as needed
9. Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com and other Tru-D internal management tools
10. Maintain service tools and inventory
11. Daily activity will consist of traveling to multiple hospital facilities within the territory, adjusting travel as needed by customers
12. Up to 80% of overnight travel may be required
13. Work schedule may vary to support second and third shift training
14. Included in rotation for on-call support of our 24-hour hotline

• Completion percentage of Annual Maintenance in territory
• Fixed right first time
• Case closure rate
• % Utilization

• Associates or bachelors degree preferred
• Must obtain required hospital credentialing as needed

• Proficient computer skills including Microsoft Office Suite and basic knowledge of salesforce.com preferred

• Customer Service experience required
• Knowledge of Healthcare preferred
• Technical support preferred

• Reliable for efficiency, accuracy and attention to detail.
• Strong organizational and interpersonal skills.
• Ability to learn quickly and multitask.
• Strong analytical and problem-solving skills
• Highly motivated with the ability to work independently, multi-task and collaborate effectively in a team environment.
• Have a sense of urgency with the ability to prioritize and use critical thinking to make timely decisions.
• Mechanical or electrical knowledge preferred

• No hazardous or significantly unpleasant conditions.
• Role is field based with frequent travel

• $65,000 - $70,000 annually plus bonus