Customer Software Specialist

ORGANIZATIONAL OVERVIEW:

Gambro BCT is a world leader in automated blood collections, therapeutic apheresis, as well as an industry leader in automated blood component separation and purification technologies.

Gambro BCT provides technology, products and services to blood centers, hospitals, and scientific, clinical and biotech researchers. Gambro BCT has sales in more than 90 countries and production facilities in the U.S., England and Northern Ireland, and employs 1,900 people in 30 countries. Gambro BCT’s annual revenues are approximately USD $345 million. The company is privately held.

Gambro BCT’s corporate offices are located in Lakewood, Colorado, approximately 30 minutes west of Denver.

Gambro BCT’s vision: We improve lives through innovation, quality and services delivered by our people, products and processes in blood component technologies.

Gambro BCT specializes in two market segments — blood bank technologies and therapeutic specialties.

Blood bank technologies — Gambro BCT delivers products and services that enhance blood quality, safety, supply and efficiency through automating the collection of leukoreduced red cells, platelets and plasma. Gambro BCT provides technology to automate blood component laboratories manufacturing processes of whole blood. Finally, we deliver the superior value of Mirasol pathogen reduction technology.

Therapeutic specialties — Gambro BCT delivers a range of technologies that enable advances in medicine through innovations in stem cell and white blood cell collections, cell and tissue processing, and therapeutic apheresis. Therapeutic apheresis is a process removing disease mediators or disease-carrying media from the patient. Cell therapies is the collection of blood cells, including peripheral blood stem cells and monocytes, from a patient or donor’s blood stream, then processing and re-infusing as a part of various treatments.

Gambro BCT invests in research and development to bring our customers innovative new products. Gambro BCT’s key products and systems include the Trima Accel Automated Blood Collection System, Vista Information System, OrbiSac System, Elutra Cell Separation System, COBE Spectra Apheresis System and the COBE 2991 Cell Processor.

You can learn more about the company on their website at http://www.gambrobct.com

 

WORKING JOB TITLE: CUSTOMER SOFTWARE SPECIALIST



BASIC FUNCTION:

Working without significant direction, designs, develops and delivers customer focused training and provides complex problem solving services in either a field or headquarters environment.



ORGANIZATION LOCATION:

This position is typically found in sales, software support, or marketing organizations.



MINIMUM KNOWLEDGE REQUIRED/QUALIFICATIONS:

Knowledge necessary to perform at this level is generally acquired through a Bachelor's Degree, specialized training, or equivalents, and five years relevant technical experience.

Demonstrated ability to take a positive, proactive, confrontive approach to solving complex and/or unusual technical problems.

Demonstrated experience in SQL Server and Oracle applications, particularly in troubleshooting and solving environmental and application issues.

Strong, demonstrated expertise in product knowledge.

Demonstrated ability to interact in a positive, proactive, customer service manner with customers during stressful situations.

A high degree of interpersonal skills.

Demonstrated ability to work independently and manage own time effectively.

Ability to travel extensively.

Demonstrated ability and desire to teach. Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.

Demonstrated ability to design and develop training programs and documentation.

A high energy level.

Demonstrated desire and ability to participate and motivate others in team efforts.

Ability to interact professionally and effectively with internal and external customers, including IT administrators, engineers, physicians, nurses and other technical medical staff.

Demonstrated and effective leadership and managerial skills.



RESPONSIBILITIES:

Provide technical training support to field personnel.

Conduct on-site customer technical training to IT administrators, operators, and managers.

Responsible for all aspects of customer calls, from initiation to resolution, including, where applicable, call backs, documentation, investigation, communication, etc.

Identify and solve complex and or unusual customer problems in a timely manner.

Document and provide written solutions to recurring problems, including training of others.

Assist in clinical trials, to include design of trials, site selection, training of site participants and performing some clinical monitoring.

Perform ongoing market assessment of customers' technical needs and problems.

Provide support to internal QA groups, including testing, documentation, and reporting.

Provide detailed input/feedback to Product Management Team to recommend changes in product design, manufacturing, quality or any other aspect of the product or service.

Special projects as assigned.

We are proud to be an Equal Opportunity/ Affirmative Action Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. For more information about Gambro BCT visit our website www.gambrobct.com.