Nevro Corp.

Technical Support Specialist (Temp-to-Hire)

US-CA-Redwood City
1 month ago
ID
2017-1856
Category
Quality

About Nevro

Nevro is a medical device company headquartered in Redwood City, California. We have developed HF10™ therapy, an innovative, evidence-based neuromodulation platform for the treatment of chronic pain.

We started with a simple mission to help more patients suffering from chronic pain. At each stage of development, our research was subject to the highest levels of scientific rigor, resulting in a new therapy that has advanced the state of spinal cord stimulation (SCS).

The Nevro® Senza® SCS System received CE mark in 2010, TGA approval in 2011, FDA approval in 2015, and is commercially available in Europe, Australia, and the United States.

Overview

This is a customer facing position that requires good listening, verbal and written communication skills in order to accurately present technical information to our non-technical customers.  Good organizational and multi-tasking skills is a must to succeed in this high paced environment.   Successful candidates will need to have a strong technical background with good problem solving skills.  The primary responsibility will be to debug complex electro/mechanical equipment, and computer systems (hardware and software) that function within networked and/or wireless environments.

Role Requirements

  • BS degree preferred in a technical field preferably in biomedical engineering, electrical engineering or information technology. With 5 or more years of working experience or educational and professional experience combined.
  • Provide, patients, doctors, and our field representatives with appropriate technical information in order to resolve product or procedural inquiries.
  • Answer phones, reply to emails and monitor the company’s social media sites for potential product complaints.
  • Properly document product inquiries in accordance with FDA and ISO requirements.
  • Develop and maintain proper metrics in order to monitor and improve existing processes.
  • Develop and refine existing problem solving scripts.
  • May be involved in customer installations and training.
  • Responds to situations where the first line of support has failed to resolve customer hardware and software issues.

Skills and Knowledge

 

  • Experience with class II or III medical devices preferred.
  • Prior experience in complaint handling for medical devices a plus
  • Knowledge of FDA regulations with respect to complaint handling a plus.
  • Strong computer skills (hardware, software and networking)
  • Knowledge of the following applications a plus (Excel, Matlab, Master Controls, rbase, Pilgrim)

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