Sr Technical Product Specialist - Intellectual Prop Cardiac Imag

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What will you be doing in this role?

The Senior Technical Product Specialist supports the global distribution of Quantitative Diagnostic Software (QUAD) software products and drives ongoing business through end-user training and support for all software products developed by QUAD, an FDA-registered and ISO-certified medical device manufacturer. Supports the direct distribution of QUAD software in other areas such as assistance with regulatory documentation and marketing-related projects. Oversees technical support requests and provides complex technical support to end user. Develops trainings and oversees and ensures appropriate execution of large-scale software deployments.

Principal Responsibilities:

• Provides day-to day technical support and maintains effective follow up with all U.S. and global end users, including physicians and technologists.
• Oversees support request ticketing system and triages routine requests to support team to ensure all customer support requests are addressed in a timely manner. Responds to escalated technical issues and solves complex requests and customer technical issues focusing on root cause analysis and identifying sustainable technical solutions.
• Develops and executes in-depth, complex application training for end-users through classes, training sessions, educational programs, webinars or other means. Incorporates different implementation methods as appropriate with consideration of audience training needs.
• Oversees and ensures proper execution and implementation of large-scale direct sales software deployments.
• Provides mentoring to other staff related to technical support processes and procedures
• Oversees efficient sales operations (e.g. creating sales estimates, invoicing, customer documentation) in collaboration with product and operations team members.
• Collaborates with product management team to provide content for marketing materials and assist with marketing efforts based on business needs.
• Updates and maintains all training materials/programs based on business requirements and needs assessment.
• Provides post-training reports, regular feedback and recommendations from end-users to QUAD software development and product management team.
• Provides assistance with regulatory and software testing documentation.
• Performs software testing and validation.
• Writes and maintains knowledge base/articles for advanced installation, customization and troubleshooting.
• Maintains current knowledge of competitors’ products and industry trends to support product positioning and feature development.
• Maintains compliance with regulatory system (including training requirements) and understands role in the Quality Management System and achievement of quality objectives.

Qualifications

Education:
Bachelor's Degree, Nuclear Medicine or related field required

Work Experience:
2 years experience with clinical imaging, preferably in a hospital/healthcare environment required
5 years experience and functional competency with image processing, 3D graphics and nuclear cardiology quantification software (e.g. Cedars-Sinai's QGS, QPS, AutoQUANT) required

Licenses and Certifications:
Imaging Certified Nuc Med Tech preferred

Department Specific Licenses and Certifications:

Travel Requirements:
20% Travel may be required for customer on-site training or participation in promotional and education activities at conference exhibits.

Valid Driver's License Required

Skills, Knowledge and Abilities:
Technical - Ability to apply advanced knowledge of science/learning/specialized intellectual instruction to analyze, interpret or make deductions from varying facts or circumstances; Functional competency with image processing, 3D graphics and nuclear cardiology quantification software (e.g. Cedars-Sinai’s QGS, QPS, AutoQUANT).
Technical - Ability to use software applications and operate technological devices (e.g., computer, laptop, tablet, smartphone, etc.); Strong Windows troubleshooting skills 
Communication - Ability to convey and/or receive written/verbal information to/from various audiences in different formats; Excellent communication (written and verbal) skills
Strong interpersonal skills for interaction with peers, patients, physicians, and other customers of the medical center
Time Management - Ability to handle multiple demands and/or manage complex and competing priorities;
Proficiency in nuclear medicine imaging protocols, specifically Cardiac SPECT and/or Cardiac PET
Proficiency with nuclear cardiology clinical workflows and clinical guidance documents
Clinical and technical expertise in Nuclear Medicine Imaging