Job Description
The Customer Implementation Specialist is responsible for every aspect of the delivery of medical equipment and related services to customers.
Tasks include:
1. Customer site inspection and design
2. Participation in contract negotiations, site preparation
3. Delivery and installation coordination with the customer and third parties
4. Marketing collaboration, customer training, and final commissioning and acceptance
This position will require frequent travel in Europe and possibly in Asia in the future.
Required Qualifications:
* Bachelor’s degree or combination of education and experience
* 2-3 years in a similar role, handling complex/multiple projects simultaneously in the medical device industry
* Experience in dealing with executive-level management and clinicians within diverse customer organizations
* Proactive and customer-focused problem-solving approach
* Independent and able to handle multiple projects in parallel
* Proficient in English and at least one additional European language
* Willing to travel up to 70% of the time
Responsibilities:
* Attend presale meetings with sales and support the sales relationship with customers as required
* Collaborate with sales leaders and support the service department to define customer requirements prior to contract negotiations
* Develop detailed implementation plans based on customer requirements with support from the service department
* Understand the product and service offerings specific to each customer before final contract negotiation
* Communicate and coordinate with all affected functions within the company to ensure awareness of customer requirements and obligations
* Effectively communicate at multiple levels, including C-Level, within the customer organization
* Ensure timely delivery of products and services once an order is received, from delivery and installation to training completion
* Perform regular site visits and monitor progress to ensure tasks are completed on schedule and to customer satisfaction
* Conduct reviews to ensure adherence to schedules and initiate corrective actions when necessary
* Handle customer questions, complaints, and problems to maintain high satisfaction levels
* Develop initiatives to ensure high customer satisfaction, quality, and risk management
* Maintain accurate data in appropriate systems for project and customer management
* Exhibit leadership practices consistent with company values
* Additional tasks may be added based on company plans
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