Product Support Technician - Remote Eligible

Job Title

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient's mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talented team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels inspired, invested, cared for, valued, and have a strong sense of belonging.

What You Can Expect

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, Persona IQ and OptiVu. Responsible for developing and maintaining relationships with internal team members and external customers, while also providing support to end users.

The primary working hours for this position are 12pm - 9pm Eastern. This is a fully remote role.

How You'll Create Impact

• 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 for PersonaIQ, which entails walking 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.

What Makes You Stand Out

• 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, highly preferred.
• 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.

Your Background

• Minimum Requirements: High School Diploma or Equivalent with specialized training and/or certification and 2 years of relevant experience
• Highly Preferred:
  • Bachelor's degree in Information Technology or related field
  • Technical IT certifications
  • Formal education or experience with non-English languages and other cultures

Travel Expectations

Up to 10%

Expected Compensation Range

$55,000 - $60,000 USD Annual

EOE