Nevro Corp.

  • Technical Support Specialist

    Job Locations US-CA-Redwood City
    Job Post Information* : Posted Date 2 months ago(9/25/2018 2:46 PM)
    ID
    2018-2388
    Category
    Quality
  • About Nevro

    Nevro (NYSE: NVRO) is a public multinational medical technology company headquartered in Redwood City, California. We have developed HF10™ therapy, an innovative, evidence-based neuromodulation platform.

     

    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 impacted the lives of over 36,000 patients around the world.

     

    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

    Great Customer Experience is one of the keys to Nevro’s success. The Technical Support Specialist is one of the few roles in Nevro that has a direct customer touchpoint to resolve product and therapy questions or issues. This role is critical to ensure that the customer is served as best as we can to ensure that our product and therapy continues to deliver much needed relief to our customers.

     

    The position requires good listening, verbal and written communication skills 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 good technical background with good problem solving skills.  The primary responsibility will be to troubleshoot and resolve active implantable medical devices issues by means of communication with the patients, doctors and field representatives, and simultaneously document the communication in approved system.

     

    • Answer phone calls from customers and patients, reply to emails from customers, patients and sales reps and document issues generated from company’s social media sites.
    • Provide technical or clinical information to patients, doctors, and our field representatives with appropriate technical information to resolve product or procedural inquiries.
    • Responds to situations where the first line of support has failed to resolve customer hardware and software issues.
    • Use a combination of procedures and sound judgement to ensure that all inputs from all sources are evaluated for potential product complaints.
    • Initiate all complaints in a timely and compliant manner as per process requirements.
    • Conduct Good Faith Effort to follow-up on complaints as required.
    • Help processing and closing complaints as needed or requested.
    • Thoroughly document all information in various systems and ensure that all pertinent data is gather for efficient and thorough processing of product issues.
    • Co-ordinate with other departments to help with information and data gathering from patients and customers.
    • Documents all contacts via an approved tracking system per internal, FDA and ISO requirements.
    • Maintain proper individual and team metrics to monitor and participate in projects to improve existing processes.
    • Refine existing procedures or processes to include new knowledge from the field.
    • Able to analyze and evaluate technologically complex devices.
    • Provide on call coverage after hours routinely.
    • Participate in departmental projects as assigned.
    • Perform other related duties and responsibilities as assigned.

    Role Requirements

    • 1+ years of working experience in a fast-paced customer service environment

    Skills and Knowledge

    • BS degree in any scientific, technical or medical field, preferred in a technical field preferably in biomedical engineering, electrical engineering or information technology.
    • Experience with class III medical devices preferred.
    • Prior experience in complaint handling for medical devices a plus

    #LI-AL1

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    Nevro offers equal employment opportunity, regardless of race, color, creed, religion, national origin, marital or family status, sex, sexual orientation, gender expression (including religious dress and grooming practices), gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), physical or mental condition, protected veteran status, disability, age or other characteristics protected by laws.

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