Key Accountabilities:
Act as the support resource for Censis clients and internal stakeholders to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues, documenting all communications until case resolution, and being a reliable team leader capable of providing product knowledge and innovating on current processes.
Specific Responsibilities:
Hold and maintain an expert level understanding of the CensiTrac product suite and clinical understanding of Sterile Processing Departments.
Support the Technical Support Specialist role by providing product knowledge, mentorship, and guidance on internal processes
Serve as the main point of contact for assigned customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac and onsite needs
Independently solve and research complex technical and application-related customer inquiries primarily in-person in addition to providing support via phone + email
Coordinate with clients and appropriate internal departments to ensure clients are properly serviced, maintain a strong relationship with the CSM assigned to customers
Support applicable hardware on-site or remotely related to CensiTrac (ex. printers, interfaces, scanners, workstations)
Qualifications:
Proficient in Censis Products
Sterile Processing Technician certificate or relevant experience in clinical SPD setting
Two to five years of customer support, SaaS preferred
Proficient in the use of Microsoft Office products
Excellent presentation, verbal communication, writing, organizational, analytical, and problem-solving skills
Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
Experience providing on-site hardware support preferred
Interpersonal Skills / Characteristics:
The Senior Onsite Technical Support Specialist must be independently driven, a dedicated leader, and possess a "hands-on" approach and "can-do" demeanor.
This person will be an excellent communicator and motivator with both in person and telephone etiquette and possess good interpersonal and listening skills.
The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative.
Strong problem-solving skills, the ability to multi-task, and a passion for self-growth are a must.
Education:
Associates or bachelor's degree in related area or equivalent experience
Travel requirements:
Must have the ability to travel onsite to assigned customer locations up to80%.
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.