PURPOSE AND SCOPE:

The Sr. Support Technician provides high level technical support on diverse customer telephone inquiries of applicable devices within the assigned function(s). The incumbent effectively communicates complex operational and technical support to diverse audiences on a routine basis.  In this capacity, the Sr. Support Technician serves as a subject matter expert (SME) by providing outstanding customer service through effective and timely communication.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Address and resolve high level, complex and/or difficult issues through effective customer service of applicable devices within the assigned function(s); serving as a technical resource to cross-divisional teams and/or customers.
• 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.
• Provide high level support of diverse administrative activities within the assigned function(s); generating reports for management review as required.
• Participate in audits within the assigned function(s) on a routine basis or as requested.
• Establish and maintain strong working relationships with cross-divisional teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.
• Act as an SME within the assigned function(s) by maintaining in-depth current knowledge of applicable devices and/or troubleshooting techniques to continually provide effective customer service in a clear and concise manner.
• Support the assigned function(s) through active participating in cross-divisional team meetings as required.
• May support employee orientation and/or training within the assigned function(s); providing coaching, troubleshooting assistance and other guidance as necessary.
• Mentor other staff as applicable.
• Assist with various projects as assigned by direct supervisor.

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; and Bachelor's Degree strongly preferred

EXPERIENCE AND REQUIRED SKILLS:    

• 4 - 6 years' related experience.
• Demonstrated experience in a customer service, call center or clinical environment.
• Prior experience with dialysis equipment required.
• Fluency in Spanish preferred.
• Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications.
• Detail oriented with strong analytical and organizational skills.
• Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.
• Strong time management skills with the ability to multitask concurrent priorities in an organized 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

If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form (smartsheet.com)

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

EOE, disability/veterans