Description: Job Description

Position Summary

The Client Solution Specialist is the first point of contact for ICU Medical product support to external and internal customers. They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and problem solving technical issues regarding ICU Medical's infusion pumps and safety software. A high degree of initiative and extremely strong communication skills are required to succeed in this role.

Essential Duties & Responsibilities

• Manage all incoming contacts (phone, email, chat, etc.) per service guidelines detailed in Help Desk process flows, Standard Operating Procedures, Customer Service Level Agreements and departmental Operating Level Agreements. Document contacts in appropriate systems.
• Ensure each interaction with ICU Medical external and internal customers is managed with the highest level of support professionalism.
• Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
• Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.
• Work on special projects as they arise

Knowledge & Skills

• Experience with working in a Customer Call Center environment (2 years)
• ITIL V.3 familiarity (1-2 years) or willingness to become familiar
• Plus 1-3 years of relevant experience in 3 to 7 key areas below or willingness to learn:
  • Biomedical/Devices
  • Clinical Device Handling
  • Patch/Update Methodology
  • Clinical Report Interpretation
  • Smart Pump Software/Reports
  • BSA/IBM Web servers/Application Servers/JBOSS/Multi-tier web services

Minimum Qualifications, Education & Experience

• Must be at least 18 years of age
• High School Diploma required
• Associate of Science in Biomedical Technology, or similar (Preferred)
• 2 years minimum, 3 preferred

Work Environment

• A combination of working in a general office environment, repair/service floor and warehouse areas
• Able to lift approximately 20 lbs. to shoulder height.
• Typically requires travel less than 5% of the time

About Us

ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges.

With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.

We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you:

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry's broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.

ICU Medical EEO Statement:

ICU Medical is committed to fostering a diverse, inclusive, and equitable work environment. As an Affirmative Action and Equal Opportunity Employer, we ensure that all qualified applicants receive fair consideration for e mployment regardless of race, color, nationality or national origin, ethnicity, sex, gender identity, gender expression, gender reassignment, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status.

If you are an individual with a disability and need reasonabl accommodation to participate in the employment selection process, please contact us at humanresources@icumed.com. We are committed to providing equal access and opportunities for all candidates.

ICU Medical EEO Policy Statement

OFCCP Equal Opportunity Posters

"Know Your Rights" Poster Pay Transparency Nondiscrimination Provision

ICU Medical CCPA Notice to Job Applicants

What Wage are you offering? to per Yearly