Job Description

Madison Medical is committed to pioneering the medical and life science solutions of tomorrow. We are driven by a mission to make healthcare safer, healthier and more productive. Our businesses strive to enable positive impacts on health.

We are a group of businesses within one of the largest privately held companies in the world, Madison Industries; a safe haven for entrepreneurs who want to grow their businesses, a culture that encourages teammates to act with an owner’s mindset.

Our world class teams design and manufacture leading technologies in the medical, health care, pharmaceutical and bioscience industries. Madison Medical offers a comprehensive range of products that meet the demands of an ever-changing marketplace while improving millions of lives around the globe.

• Improving patient safety while helping to solve the nursing shortage.
• Faster, more accurate test results, so doctors can treat patients more effectively.
• Detecting cancer early to save more lives.
• Enabling those with skin conditions to live healthier, fuller lives.

Elevate Healthcare, a Madison Medical group company, is a leading innovator in the medical simulation industry. We specialize in developing advanced simulation technologies designed to enhance healthcare education and improve patient safety. Our products include a wide range of simulators for various medical fields, from ultrasound and surgical training to emergency and trauma care. Our mission is to make the world safer, healthier, and more productive by providing innovative solutions that elevate healthcare training, ultimately leading to better patient outcomes and a safer healthcare environment.

Job Title: Customer Service Technician

Location: Philadelphia, Pennsylvania area and Denver, Colorado or Salt Lake City, Utah preferred

Company: Elevate Healthcare

About Us: Elevate Healthcare is a leading innovator in the medical simulation industry. We specialize in developing advanced simulation technologies designed to enhance healthcare education and improve patient safety. Our products include a wide range of simulators for various medical fields, from ultrasound and surgical training to emergency and trauma care. Our mission is to provide innovative solutions that elevate healthcare training, ultimately leading to better patient outcomes and a safer healthcare environment.

POSITION & REQUIREMENTS SUMMARY:

Join a rapidly growing company in the healthcare industry! As a key member of the Elevate Healthcare team, the Customer Service Technician will work alongside internal teams and external partners to deliver high-quality products and services. This role will involve collaborating with various departments such as Engineering, Clinical Specialists, Product Management, Procurement, and Internal QA to drive and maintain top-notch quality performance. By leveraging quality tools, this individual will play an integral role in shaping and enhancing the quality culture at Elevate Healthcare.

RESPONSIBILITIES

• Builds and maintains close relationships with customers and sales personnel
• Repairs, upgrades and provides preventative maintenance to ensure optimum system operation on Elevate Healthcare products at repair depot
• Sets up simulator and other medical peripherals. Performs all necessary tests to verify system is working appropriately
• May provide System Orientation Training at repair depot or at customer site
• Provides telephone support and resolves customer service issues either by phone or email
• Uses knowledge and experience to locate and correct malfunctions in system.
• Updates Customer Relations Management (CRM) application with customer service activity and failure codes
• Develop FAQs based on customer feedback to drive corrective actions and proactive customer communication
• Completes expense reports, time sheets and all other documentation accurately and on schedule
• Sets-up and manages any required travel arrangements using company approved resources

This position has no supervisory responsibilities.

REQUIREMENTS

• Associate’s degree from Technical School or Military equivalent and two years’ experience
• Training in analog and digital electronics.
• Experience with the test and repair of medical simulation products.

• Personal Computer (PC Windows, MAC OS X) proficient
• Proficient in the use of CRM applications
• Working knowledge of computer networking
• Ability to Travel up to 90%.

PREFERRED:

• Experience working with pneumatic systems
• A++ or similar certifications
• Passionate about creating impactful, innovative solutions for healthcare simulation professionals and learners. You have a keen understanding of how simulation-based learning can improve patient safety and clinical training.
• Comfortable working in an agile, fast-paced environment with an iterative development process. You enjoy solving complex design challenges and adapting your work based on real-world feedback from healthcare settings.
• Always staying on top of industry trends and new technologies, you bring fresh ideas and innovative solutions to the table that can enhance the healthcare training experience.

GENERAL:

• Complies with and enforces all applicable safety rules, regulations and procedures both at Elevate Healthcare and wherever Elevate Healthcare is represented (i.e., program site, trade show, etc.).

• Performs all duties in complete compliance with all legal and ethical standards.
• Maintains the security of proprietary information.
• Perform quality work within deadlines with or without direct supervision.

PHYSICAL REQUIREMENTS:

• Ability to lift or push weight up to 50 pounds (simulators).
• Ability to operate standard office equipment.

Elevate is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

Compensation details: 35-40 Hourly Wage

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