Support Technician

PURPOSE AND SCOPE:

The Associate Support Technician provides technical support on diverse customer telephone inquiries of applicable devices within the assigned areas of responsibility.  The incumbent effectively communicates operational and technical support to diverse audiences on a routine basis.  In this capacity, the Associate Support Technician provides outstanding customer service through effective and timely communication.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Use effective customer service to address / resolve issues related to hemodialysis machines; familiar with equipment.
• Ensure data accuracy and integrity through the documentation process of all customer contacts in applicable systems.
• Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.
• Establish and maintain strong working relationships with teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.
• Possess a solid understanding of hemodialysis machines and functionality.
• Support the assigned function(s) through active participating in cross-divisional team meetings as required.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be available for inclusion in a rotating 24-hour call coverage schedule.
  • Must be available to work overtime as required.
  • Occasionally lift and/or move up to 30 pounds.
• Travel may be required.

EDUCATION:

• High School Diploma required; Associate's Degree desirable; or equivalent experience

EXPERIENCE AND REQUIRED SKILLS:    

• 2 - 4 years' as a Technician or related experience.
• Demonstrated experience in a customer service, call center or clinical environment required; dialysis equipment experience preferred.
• Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications.
• Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.
• Excellent customer service skills to successfully handle confidential information with a high level of professionalism, discretion and tact.
• Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

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Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.