Clarity Medical Systems, is a medical device company that develops, manufactures and markets integrated optical systems and services to enhance the clinician's ability to diagnose, manage, and treat eye disorders. These patented devices combine innovative 21st century optical, electronic and information technologies that change the very nature of the provision of eye healthcare. We are currently searching for an IT Support Technician.
Roles and Responsibilities
Product Service process control: Manage for repair and maintenance of Clarity's products. These processes should be designed to ensure:
- Adherence to applicable ISO 13485:2003 guidelines, FDA guidelines ( CFR Subpart N –Servicing 800.200), Clarity quality policy and other applicable regulatory agencies.
- Efficient and effective in-house repair of failed products and prompt feedback of resolutions to the customer
- Service data capture, allowing:
- Maintain Competitive product knowledge.
- Documentation of individual, post manufacture and device history records (DHR)
- Efficient service trending analysis
- Accurate accounting controls
- Documentation of all technical support calls
Maintenance of loaner system inventories: Track and maintain loaner system inventory and inventory locations. Ensure loaner systems are returned to Clarity within a reasonable time. Assist with year-end loaner inventory physical count process.
Maintenance of service department parts inventories: Track and maintain service department parts inventory.
Ensure full technical service phone coverage during support hours: Provide responsive phone support to customers and ensure timely, accurate and appropriate resolution of customer issues via phone whenever possible.
Service metric analysis: Assist with the analysis of service activity with appropriate statistical methodology in accordance with 820.200 for ongoing improvement of quality/reliability, business practices and customer satisfaction. Publish/present service metric suites on a regular basis. Identify, document and help resolve design/reliability/safety issues based on trending analysis.
Service Documentation: Ensure that appropriate documentation of processes/work flows, procedures/work instructions, troubleshooting and service manuals is maintained.
Secondary Responsibilities and Duties: Travel up to 40% or required for company related activities domestically and International.
Experience, Education, Training, and Traits:
- Requires a minimum of a B.S. or equivalent degree in a technical field, preferably IT or Software Engineering
- Strong Hospital Networking knowledge
- Strong Project Management skills.
- Minimum of 5 years experience involving service of capital equipment or instrumentation.
- Experience working within a rigorous quality system environment (ISO, FDA cGMP/QSR).
- Strong collaboration, team building, communication and development skills.
- Ability and willingness to perform at a hands-on level.
- Strong direct customer Interface (in-person, email, phone).
- Call Center background
Ability to read, analyze, and interpret engineering specifications, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, specifications, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Clarity Medical Systems offers a highly competitive compensation package included 401(k), health benefits and PTO. If you are interested in applying for this position, please email your resume with IT Support Tech First Name Last Name in the subject line to: HR@claritymsi.com
Clarity is an equal opportunity employer.
