Careers

Technical Service & CRM Manager (5027)

Location: Memphis, Tennessee, USA

Christie Medical Innovations is a division of Christie Digital Systems focused on the exploration of light technologies in the medical arena. Our market-leading product, VeinViewer®, is a mobile vascular imaging system that allows healthcare providers to clearly see accessible vasculature in real time directly on the surface of the skin.

We are currently seeking a highly motivated Technical Service and CRM Manager.

The candidate must reside within a 40 mile radius of Memphis, TN.

Summary:

This position is responsible for: design and implementing the technical service, refurbishment and stocking strategy for the Company’s products; overseeing and providing various types of technical support, such as contacting potential and existing customers for warranty service , responding to customer inquiries, preparing and maintaining records, and performing varied and routine office support duties under general supervision.  This position will also design, supervise and implement the Company CRM strategy for customer facing and device history record CRM systems.

Responsibilities:

Service Management

  • Design the global service strategy for servicing the Company’s product platform including service and refurbishment locations, minimum critical spare quantities, receiving/inspection/test/quarantine SOPs, customer facing processes, service sales contract standardization, service contract and parts pricing strategy, etc.
  • Communicates with existing and potential customers for technical service and/or service sale needs both for service contacts and service parts.  Customer types will include global distributor partner network, end-user customers and OEM partners.
  • Communicate with global contract manufacturing sites to ensure execution of the service strategy.
  • Responds to customer inquiries and prepares service tickets.  Enters all new customer information, service ticket and/or customer complaints into CRM/Enterprise system(s) and Quality system as needed.
  • Coordinates customer service with appropriate departments (engineering, manufacturing, customer service/operations) and communicates with field sales ongoing efforts to resolve customer issues.
  • Provides technical support to customers through educational sessions and transfer of technical service manuals, Webex training and service bulletins.
  • Supports sales staff with software support, quotes, and other related tasks to enhance system sales Responsible for international technical service training program.
  • Oversee custodial duties of managing the service parts inventory.
  • Communicate with end users as to past due accounts for service parts and service contracts.  And maintaining adequate records of units destroyed.
  • Maintain all service documentation both digitally and in print to QA, company and customer standards

CRM Database Management

  • Design the CRM strategy for servicing the Company’s customer facing and device history record CRMs
    Creates, maintains, and monitors computerized files, databases and directories for the Company customer facing and device history record CRMs.
  • Communicates with internal customers for CRM reporting, filtering and layout needs.
  • Communicate with global internal customers to ensure execution of the CRM strategy.
  • Coordinates CRM enhancements with appropriate departments (QA/RA, engineering, clinical, manufacturing, customer service/operations, field sales).
  • Provides CRM support to customers through educational sessions and transfer of CRM training materials, Webex training and CRM bulletins.
  • Maintain all service documentation both digitally and in print to QA, company and customer standards
  • Provides Quality Systems Manager with technical documentation.  Maintains knowledge of technical service, QA/RA certified standards and applicable regulations.
  • Documents and compiles files for design/history file.Responds to change productively and handles other essential duties as required or assigned.
  • Creates, maintains, and monitors computerized files, databases and directories for the Company customer facing and device history record CRMs.

Required Qualifications: 

  • Minimum college level degree
  • Minimum 3 years technical service management experience required.   
  • Past proven use of CRM systems for database and customer contact information management
  • Exceptional customer focused prioritization
  • Exceptional track record of following QA/RA procedures
  • Effective, professional and courteous speaking and listening skills
  • Excellent written and oral communication skills
  • Organizational Skills, Telephone skills, Keyboarding skills
  • Proficient in Microsoft Office applications

Please feel free to visit our website at www.christiedigital.com to learn more about our company.

For over 81 years, Christie has prided itself on valuing its employees’ welfare. Because of this we offer a competitive salary and an excellent benefits package including Medical, Dental, 401(k) with matching, vacation and sick time benefits, tuition reimbursement, and more.

If you feel that your qualifications strongly reflect our needs, please click the “Apply for this position” button located at the bottom right of this posting. 

Please provide “Job ID #5027” in the comment line of your inquiry.  Please do not enter any other information in this field. THIS IS A MUST!  Any missing or extraneous information in this field may result in your resume being rejected.

Salary is open to discussion and negotiable depending on experience.

Please note that we will be unable to offer relocation assistance or visa sponsorship for this position.

Christie is proud to be an Equal Employment Opportunity Employer. M/F/V/D