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The Surgical Application Specialist (SAS) is responsible for serving the customers in the Surgical segment by providing product training, onsite support for surgical cases and sterile processing. Responsibilities also include: preparing and conducting in-services, delivering training programs to all pertinent hospital staff, including surgeons, providing product troubleshooting both in surgery, FaceTime, and through email requests, supporting evaluations across the entire Exsurco Medical sales team, and post-sale implementation activities regarding safety, handling, operation, and maintenance of the products in hospitals, burn centers, and surgery centers. The Surgical Application Specialist will facilitate and maintain relationships with operating staff, including scrub techs, circulators, surgeons and residents, nursing educators, sterile processing staff and supervisors, and more. Role will also support ongoing business at current customers for the Exsurco sales team and travel as directed by business needs.
OBJECTIVES:
• Achieve the monthly, quarterly and annual sales target numbers for Amalgatome SD Ring Blades, parts, service, and MeshEx carriers.
• Participate and lead both evaluations and current customer support as directed:
o Execute on-site training for all appropriate clinician personnel (OR, SPD, etc)
o Ensure all paperwork for training is documented and customer has all relevant training guides, set up sheets, and any other product related needs.
o Support ongoing surgical cases at both new and current customers as directed
o Generate ongoing blade sales by adding new users of device, facilitating more use of device at current facilities, ensure new customers are comfortable with product for ongoing blade sales.
• Support aftermarket sales by ensuring blade utilization through routine account visits and surgical case coverage.
• Grow core business through ongoing customer onsite visits as directed by sales needs, pivoting to handle complaints and troubleshooting, work with sales to ensure devices are serviced and working properly.
RESPONSIBILITIES:
The duties & responsibilities of the Surgical Application Specialist include, but are not necessarily limited to the following:
• Deliver support needed with all Surgical product lines as directed by Exsurco Sales team, manager, or business needs.
• Conduct product training sessions utilizing product demo, in person and hands-on, with appropriate personnel at facility (primarily the OR and SPD) to ensure proper assembly, disassembly, use, troubleshooting, complaint resolution, and processing.
• Provides surgical training support to ensure proper use of the products.
• Conducts in-services for multi-departments in hospital including but not limited to Sterile Processing, OR clinical staff, including surgeons and residents, OR business staff, clinical educators, BioMed, and purchasing as required. Maybe required to conduct in- services over multiple shifts, at nights and on weekends.
• Conducts product demos for clinical staff for new business.
• On-site surgical case coverage in the OR based on schedule Exsurco surgical team.
• Be available for Facetime calls for troubleshooting by customer.
• Contributes to team, sales, and organization mission by accomplishing related results as needed.
• Provides timely feedback to Marketing, Service, Quality, Engineering, Manufacturing and Regulatory departments, ensuring complete customer satisfaction with safety and service.
• Utilizes and calls upon the Service Department, as needed, for equipment or service problems encountered in the field.
• Maintains and submits required reports, including weekly itinerary in SHIFTS, call reports and updates in CRM, updates on evaluation and ongoing business utilization to demonstrate onsite support helps generate sales increase. Coordinate travel plans and account coverage with manager.
• Report all market input, issues/feedback and new market shifts to inform business on changing practices.
• Maintain compliance to the Exsurco Quality Management System and Code of Business Conduct.
• Maintains a quality personal and professional image through appearance, speech, and demeanor that never detracts from the stature and reputation of the company.
• Must be on time and available to navigate large hospital visits and approach strangers to ask directions and understand how to approach hospital staff with questions.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Answering calls and emails from Exsurco sales team and provides feedback on account visits and activities as requested.