Clinical Performance Center Specialist - Pacific Northwest

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Clinical Performance Center Specialist - Pacific Northwest 

Clinical Performance Center Specialist - Pacific Northwest

PURPOSE

Bayer’s Clinical Performance Center within the Radiology business unit offers centralized, functional expertise and support to a wide range of internal & external customers for Bayer Radiology’s entire portfolio of products. The Clinical Performance Center is a key pillar within the Radiology Solution Delivery organization and is considered a critical area for our overall customer enhancement offerings.

The span of coverage will be within the Pacific Northwest USA. Travel up to 50% within the territory. Incumbents residing in Seattle, WA or Salt Lake City, UT are preferred. The position is residence based and candidate must be domiciled within the territory.

The Performance center ensures customers are receiving prompt solutions to help obtain their desired outcomes, while offering expert level support to a number of internal teams. More specifically, the Clinical Performance Center Specialist is a hybrid position (50/50 split) where the incumbent will have distinct functional responsibilities.

• Clinical Performance Specialist (CPS):

Provide Clinical training either face to face or remote to the end user.  The incumbent will provide training to the end user on the safe and proper use of our products. On an as needed basis, the CP Specialist will assist to support the sales effort collaboratively working with Portfolio Managers, Strategic Account Managers, Channel Management, Customer Success Team and Inside Sales. On occasion there may be a need to assist with special projects. Depending on the nature and length of time for the project, this ask may overrule field training efforts. The CP Specialist must remain current with current technologies and trends. When needed, overnight travel is required.

• Clinical Performance Center Specialist (CPCS):

The purpose of this position is to provide in depth clinical solutions to internal and external customers for all Bayer products, driving improvements in response time, first time fix solutions, and to work closely with PM team to properly vet training events during customer kick off calls. This position will also utilize a centralized phone system, emails and customer portal to quickly respond to Internal / External customer needs.  The incumbent will be required to track and utilize  associated documentation. On occasion there may be a need to assist with special projects. Depending on the nature and length of time for the project, this ask may overrule field training efforts.

YOUR TASKS AND RESPONSIBILITIES

• Deliver, plan and execute First Run Yield (FRY) clinical education training, either face to face or remotely, to new users of Bayer equipment, while ensuring all solutions are implemented according to Bayer standards;
• Provide assistance and expertise with special projects as needed and requested;
• Facilitate and promote adoption of new technologies and procedures while onsite training occurs;
• Provide clinical expertise in the sales effort by working with Portfolio Reps, Strategic Account Managers, Channel Management, Customer Success Team and Inside Sales with the intent to support Bayer’s portfolio of products;
• Build and maintain customer relations while maintaining high levels of customer satisfaction. Utilizes individual customer success tactics to develop and maintain relationships to ensure customer can achieve their desired outcomes;
• Provide clinical answers and troubleshooting to external customers via Telephone, Email, In person or Customer Portal on all models (past and present) of Bayer products;
• With the use of approved Legal & Regulatory materials, CPCS will professionally handle incoming calls / emails / portal volumes in accordance with department statistics and standards to meet customer and Bayer business demand;
• Will need to creatively develop implementation plans through detailed site and clinical workflow analysis while using independent judgement to troubleshoot & resolve high priority and escalated questions/issues by using clinical acumen;
• Upon notification of adverse events or complaints, the CPCS will follow company policies and procedures by notifying Bayer’s Complaint Department;
• Maintain product knowledge on new, current and retired products;
• May work flexible shifts to accommodate time zone variances.

WHO YOU ARE

Bayer seeks an incumbent who possesses the following:

REQUIRED QUALIFICATIONS

• Bachelor’s degree in a relatable technical/clinical discipline with several years of relevant experience or Master’s degree with several years of relevant experience;

• Radiologic Technologist (RT) Certification; (will we need professional certification checks?)

• Demonstrated experience with and broad knowledge of Bayer Radiology products (current and legacy products);

• Significant customer facing experience, preferably in a clinical support, pre-sales, or customer application support and / or delivery role;

• Broad background and general knowledge of effective radiology department clinical workflow and practice’

• Excellent verbal & communication skills, both over the phone and in person;

• Proficiency in MS Office suite; Working knowledge of and willingness to learn new technologies & internal software systems such as Salesforce, Kimble and ServiceMax;

• Ability to problem solve, manage complexity and ambiguity;

• Ability to travel overnight when requested and needed (expectation is 50% of time, but may vary);

• Ability to perform additional tasks, projects and assignments as requested by management.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in a relatable technical/clinical discipline with a minimum of 6 years of relevant experience or Master’s degree with a minimum of 4 years of relevant experience;
• CIIP Certification.

Employees can expect to be paid a salary between $99,355.00 to $149,032.00.  Additional compensation may include a bonus or commission (if relevant).  Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc.. 

This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

This role is eligible for an enhanced employee referral bonus. (on the internal posting only)

This posting will be available for application until at least 7-15-25.

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