Associate Support Tech
Fresenius Medical Care
Summary
The Associate Support Technician provides technical support on diverse customer telephone inquiries of applicable devices within the assigned areas of responsibility. The incumbent effectively communicates operational and technical support to diverse audiences on a routine basis. In this capacity, the Associate Support Technician provides outstanding customer service through effective and timely communication.
Job description
PURPOSE AND SCOPE
The Associate Support Technician provides technical support on diverse customer telephone inquiries of applicable devices within the assigned areas of responsibility. The incumbent effectively communicates operational and technical support to diverse audiences on a routine basis. In this capacity, the Associate Support Technician provides outstanding customer service through effective and timely communication.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Use effective customer service to address / resolve issues related to hemodialysis machines; familiar with equipment.
- Ensure data accuracy and integrity through the documentation process of all customer contacts in applicable systems.
- Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.
- Establish and maintain strong working relationships with teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.
- Possess a solid understanding of hemodialysis machines and functionality.
- Support the assigned function(s) through active participating in cross-divisional team meetings as required.
- Assist with various projects as assigned by direct supervisor.
- Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS
- Must be available for inclusion in a rotating 24-hour call coverage schedule.
- Must be available to work overtime as required.
- Occasionally lift and/or move up to 30 pounds.
- Travel may be required.
Requirements
- High School Diploma required; Associate's Degree desirable; or equivalent experience
- 2 - 4 years' as a Technician or related experience
- Demonstrated experience in a customer service, call center or clinical environment required
- Dialysis equipment experience preferred
- Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications
- Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner
- Excellent customer service skills to successfully handle confidential information with a high level of professionalism, discretion and tact
- Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Parental Leave
Company overview
Fresenius Medical Care AG & Co. KGaA is the world's leading provider of products and services for individuals with renal diseases, serving as a global healthcare company specializing in kidney dialysis treatment. Founded in 1996 and headquartered in Bad Homburg, Germany with North American operations based in Waltham, Massachusetts, the company operates an extensive network of 4,171 outpatient dialysis centers across approximately 50 countries, serving over 345,000 dialysis patients worldwide. As the clear market leader in dialysis services, Fresenius Medical Care holds a dominant 38% market share of the dialysis market in the United States. The company provides comprehensive renal care solutions including hemodialysis machines, dialyzers, peritoneal dialysis solutions, and related medical devices through its 42 production sites globally. With approximately 128,000 employees, Fresenius Medical Care focuses on improving patients' quality of life through innovative technologies and therapies for end-stage renal disease treatment, offering both in-center and home dialysis options while maintaining a strong commitment to value-based care and patient well-being.