Technical Support Manager

Company & Job Overview:

Diality Inc, a privately held medical device company located in Irvine, CA is committed to improving the quality of life for patients with kidney disease. We are developing a smart, flexible, portable hemodialysis machine that will enable patients to self-treat at home or wherever they travel. The extremely versatile hemodialysis solution will allow more patients to benefit from their true dialysis prescription at home or in a variety of care settings, including nursing homes, hospitals, and dialysis centers, without the need for pre-mixed dialysate bags or external water-treatment systems.

The Technical Support Manager (TSM) will be a subject matter expert, working directly with our Diality employees (both field and office based) and external customers. The TSM will collaborate with Field Service, Customer Service, Engineering, and Clinical teams. The ​TSM ​will lead the efforts to educate on the optimal use of our Moda-Flx Hemo Dialysis System. This pivotal role encompasses managing technical support operations, crafting, and executing comprehensive training programs, and ensuring our users experience seamless, effective care enabled by our technology. The ideal candidate is someone passionate about improving patient care through education, support, and the smart use of data and technology. As the TSM is the first level contact from the field, the ideal candidate should provide best-in-class customer support. Additionally, the TSM will establish success KPI metrics, track progress, and drive the team to resolve as many technical calls remotely as possible. This is an individual contributor role.

Responsibilities:

Work closely with Service and Support team to ensure proper alignment of the Service onboarding program.

Ensure effective onboarding activity completion and develop insights that can be used by the Service and Support teams for continuous improvement.

Coach new hires through learning curves while creating a safe and effective learning environment.

Create a continual learning program that aligns with service career progression.

Interface with directly with Diality’s Systems, Software and Mechanical engineering groups when appropriate to resolve technical issues for customers

Provide instruction and materials for Contracted Biomedical Engineering training programs.

Serve as a subject matter expert (SME) for the development of technical and training content for internal and external teams.

Provide detailed feedback to cross-functional departments including Product Support, and Engineering regarding performance, serviceability, and customer feedback.

Manages Tech Support team and advises team on various complex matters.

Service Upgrade Communications: Efficiently coordinate and distribute updates on service upgrades, ensuring patients and healthcare providers stay informed about latest improvements to dialysis solutions, fostering seamless adoption and enhanced care.

Documentation Compliance and Management: Charged with the creation and ongoing maintenance of comprehensive product and service documentation, strictly adhering to Regulatory and Quality standards to ensure full compliance and accuracy.

Engineering Collaboration for Product Development: Actively collaborates with the Engineering team throughout product development cycles, advocating for hardware and software service requirements.

Leading Knowledge Management Implementation: Spearheads the development and execution of a comprehensive Learning Management System (LMS) strategy, aligning with cross-functional stakeholders. Innovative Training Solutions: Implements cutting-edge training solutions that utilize technology to boost learning outcomes. This includes the adoption of blended learning approaches, gamification techniques, and mobile learning platforms to create an engaging and effective educational experience for users.

Qualifications & Requirements:

Bachelor's degree in healthcare, education, engineering, science, or related fields.

3-5 years of Dialysis Technical Experience required either from a manufacturer or a service provider in the areas of biomedical engineering.

At least 5 years’ experience in Field Service Support of Medical Devices.

Strong technical acumen with the ability to quickly learn, understand, and teach complex software and systems

Possess the ability to incorporate best practices in technology integration into training.

Experience in evaluating training effectiveness through metrics and feedback to continuously improve training content and delivery methods.

Proficient and adept in training technical material, applications, and processes, including using a CRM use specific to document and track Service and Support Interactions

Physical Demands:

Sustained periods of time standing and sitting in a laboratory​

Sitting at a desk utilizing a computer

Some lifting of<25 pounds

Working Environment:

Typical office areas with offices, cubicles and conference rooms. Typical laboratory and chemical storage areas which may contain hazardous compounds requiring adherence to safe handling practices.

Travel:

25%-30%