Patient and Product Support Representative

WHO ARE WE?
Endotronix is a medical device company that aims to transform the treatment of heart failure, a chronic, progressive condition in which the heart is unable to pump enough blood to support the body. Our Cordella Heart Failure System (CHFS) includes proactive management tools for best practice care and detection of worsening heart failure. These easy-to-use tools improve patient quality of life and help to reduce hospital admissions thereby reducing health care costs. With our recent PMA approval from the FDA, we are preparing to grow our team - it's a great time to join Endotronix! This is an onsite position based in Naperville, Illinois.
WHAT YOU'LL DO
The Customer Support Representative will:

• Act as a first line in supporting customers, including patients and healthcare professionals by providing product support and remote training as needed.
• Receive, document, evaluate, and resolve incoming communications related to Endotronix products.
• Maintain records following QMS requirements including following Good Documentation Practices.
• Initiate product replacement orders.
• Issue Return Material Authorizations and follow up with the customer to ensure product is returned.
• Assist in complaint investigation process for commercially released products as required by Post- Market Quality Assurance.
• Perform and assist in the coordination of field service activities as part of remote device management.
• Collaborate cross-functionally and provide support for field based Clinical and Sales/Marketing teams.
• Other jobs as needed in the Operations Department, including supporting inventory management and material control as needed.

WHAT YOU BRING TO THE TABLE

• 1+ years' work experience that includes supporting customers is preferred.
• Experience with electronic software systems
• Methodical problem-solving skills
• Professionalism while dealing with patients and medical/healthcare staff
• Able to work independently with minimal oversight
• Strong written and verbal communication skills
• Able to work in a dynamic and quickly changing environment
• Comfortable taking on additional responsibilities as needed
• Comfortable working in a cross-functional manner, strong team player
• Experience in a HIPAA environment helpful
• Thrive by learning new skills and growing professionally
• Conversational or fluent Spanish helpful but not required

EDUCATION
Bachelor's degree in a science field preferred; associate degree required. New graduates are encouraged to apply.
WHAT WE'RE LIKE

• Willing to have the "direct and honest conversation". Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
• Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
• Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
• Capacity to function in a highly complex company with ease and fluidity, while driving and influencing results.
• Entrepreneurial, flexible, yet results focused.
• High degree of intellectual curiosity, honesty, and capability.
• Low ego and humble in spirit in spite of your track record of outstanding performance.

LIFE AT ENDOTRONIX
Endotronix. is an equal opportunity employer. We are committed to providing equal employment opportunities to all persons without regard to race, creed, color, religion, national origin, sex, marital status, citizenship status, age, veteran status or disability.
Furthermore, we do not tolerate any form of discrimination or harassment of our employees by co-workers, supervisors, customers, or vendors. This commitment extends to our policies on recruiting, advertising, hiring, placement, promotion, training, transfer, wages, benefits, termination and all other privileges, terms and conditions of employment.
This policy applies not only to recruitment and hiring practices, but also includes affirmative action in the area of placement, promotion, transfer, rate of pay and termination.
Executive, management and supervisory levels have the responsibility to further the implementation of this policy and ensure conformance by subordinates.
Individuals who feel they are the target of discrimination are encouraged to discuss the matter with their supervisor, another member of management or someone in the Human Resources Department.
Retaliation against claimants will not be tolerated.