Product Specialist 2

Overview At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients. Why work at Spacelabs? Because lives depend on you! The Product Specialist will have deep functional and technical expertise across our product portfolio. Our diverse product portfolio includes integrated patient monitoring and information systems, diagnostic cardiology and anesthesia delivery and ventilation systems. A Product Specialist is a strong customer advocate and works to resolve product issues with regards to operation and safety. Responsibilities Primary interface between customers, field service, sales and marketing associates, and leadership associates for the assigned products. Collaborate with Technical Support and Field Service to help resolve escalated complex product issues via telephone and email. Investigate, gather, and interpret product usage/field/repair data throughout the product life cycle. Develop field instructions for troubleshooting as well as service manuals, training/education materials and technical bulletins for our products in its lifecycle. Ensure distribution of documents whenever there is change on product specifications or servicing agreements; facilitate Corrective Action programs. Demonstrate professionalism and positive, solutions-oriented approach when interacting with cross-functional teams to review and analyze service issues, identify root cause, and drive solutions. Collaborate with cross-functional teams on released products and new product development to ensure serviceability, usability, safety, supply, and quality. Ensure a rapid resolution of product issues and all documentation is following global regulations. Follow up and monitor selected solutions for effectiveness. Create content and conduct product training and educational classes for internal and external customers. Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork Demonstrate behavior consistent with the company’s Code of Ethics and Conduct It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem Duties may be modified or assigned at any time to meet the needs of the business. Qualifications Bachelor’s Degree in a technology related discipline (Information Technology preferred) or AA degree in a technology related discipline (Information Technology preferred) plus 2 years of experience in medical devices and technical support. 2+ years’ experience in related position Experience/knowledge with root cause analysis, measuring and evaluating process change Experience/knowledge with Service Life Cycle Management Experience with product line responsibility Experience supporting enterprise level, mission-critical applications Experience with Incident/Escalation management; supporting and troubleshooting networked medical devices deployed through hospital system(s) is highly preferred. Ability to deliver results through others, both direct and matrixed. Ability to lead, develop, motivate, and hold others accountable. Ability to manage multiple, complex priorities within demanding timeframes. Strong project management skills. Strong organizational and time management skills. Ability to adapt to customer, organizational, business, and external influences with integrity, immediate consideration, and action to meet business objectives. Excellent interpersonal and communication skills written and verbal, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups. Exceptional written and verbal communication skills – be able to make complex information into clear executive summaries for diverse audiences. Requires a passion for providing extraordinary customer service and a knack for diffusing tense customer situations, putting customers at ease and instilling customers with confidence in their abilities and attention to detail. Must work well in fast paced team environment. Initiative-taking and able to work productively with minimal direction. Confidence with phone consultation and relaying technical information over the phone Must travel domestically/internationally, and be able to acquire all necessary travel documents <5% Must be on-call 24/7 for one week every 5-7 weeks Product & System Integration Specialist Preferred Requirements Medical device and clinical workflow VMWare and MS Server 2012 experience. HL7 protocol knowledge – basic to enhanced. Proven history in network related problem resolution. LAN concepts and technology including L2/L3 Switches, VLANs, and structured cabling experience. Knowledge of multicast protocol and routing is a plus. Advanced Windows Operating Systems and Web Technologies VMware Virtual Machine experience is a plus Knowledge of MS SQL server querying, administration, and performance evaluation CompTIA A+ and Sec+ Certified Knowledge of multicast protocol and routing Network experience a plus Knowledge of medical device inner workings and functionality Robust system troubleshooting skills OTHER WORK REQUIREMENTS Successful completion of Spacelabs training required (including training done at Company location). Must become fully competent in the application and operation of all assigned products and systems. Work various shifts as deemed necessary for successful installation and training. Required to register with a vendor credentialing service. As part of this process, may be required to submit personal information to a credentialing service company, to provide proof of vaccinations or related medical information, and to comply with other requirements needed to be able to work at customer site. Required to pass a US federal background check and requirements for access to US government facilities and/or government IT networks; terms of federal contracts require US citizenship - dual citizenship is prohibited. Company COVID-19 Vaccine Policy To comply with applicable government requirements, all U.S. employees must be fully vaccinated against COVID-19 unless they are entitled to and approved for a legal accommodation, in accordance with the Company’s COVID-19 Vaccination Policy. NOTICE TO THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI. Equal Opportunity Employer - Disability and Veterans EEO is the Law Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.