Specialist, Client Solution
ICU Medical, Inc.

Job Info

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Job Title
Specialist, Client Solutions
FLSA Status
Non-Exempt
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 & Qualifications
• Experience with working in a Customer Call Center environment (2 years)
• ITIL V.3 familiarity (1-2 years) or willingness to become familiar
• Plus experience in 3 to 7 key areas below or willingness to learn:
o Biomedical/Devices
o Smart Pump Software/Reports
o Clinical Device Handling
o Clinical Report Interpretation
o VM Ware
o MS Server
o SQL Server
o Server Hardware
o Networking
o Java J2EE/Containers/JMS Queues
o BSA/IMB Web servers/ApplicationServers/JBOS/Multi-tier web services
o 3
rd party application plug ins (Jasper)
o Performance Tuning/Optimization
o Patch/Update Methodology
o Proactive Maintenance Tools (SafeWatch)

Revised 1/19/2021
Education and Experience
• Associate of Science in Biomedical Technology or similar
• 2 years minimum, 3 preferred
Minimum Qualifications
• Must be at least 18 years of age
Travel Requirements
• Typically requires travel less than 5% of the time
Physical Requirements and Work Environment
• This is largely a sedentary role.
• This job operates in a professional office environment and routinely uses standard office
equipment.
ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants
will receive consideration for employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, or protected veteran status and will not be
discriminated against on the basis of disability.

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