Insulet Corporation

Sr. Clinical Product Support Liaison

Job Locations US-MA-Billerica | US-MA-Billerica
Posted Date 13 hours ago(2/22/2018 8:41 AM)
Category
Customer Care / Customer Support

Position Summary

The Sr Clinical Product Support Liaison will lead the strategic planning, development and execution of clinical education for Insulet’s Product Support team, including marketed products and new product launches. The position will work in collaboration with the commercial clinical team, Clinical Business Director, Sales training team and external business partners with a focus on developing consistent clinical knowledge standards throughout customer care that improve employee training and onboarding, resulting in exceptional customer support and employee engagement. Clinical expertise will be applied in supporting customers directly, and leading or contributing to Customer Care patient retention initiatives involving Medical Affairs, R&D, Sales and Marketing. This role is an exciting and unique opportunity to improve the lives of Insulet’s customers through continuous education and collaboration within the Product Support team and throughout the organization.

Responsibilities

  • Lead efforts to develop clinical and product training curriculum for Product Support Tier I and Tier II team
  • Collaborate with Clinical Business Director and commercial clinical team to evaluate and update Product Support education and training material
  • Develop and implement standard and compliant Product Support employee training procedures
  • Collaborate cross functionally with Sustaining Engineering, Clinical Business Director, commercial clinical team, sales training, external business partners and Customer Care leadership to identify, prioritize and execute clinical and product education training needs
  • Innovate employee educational resources including print, digital and interactive mediums to engage and improve the knowledge and support our employees provide to our customers
  • Provide clinical expertise to Customer Care initiatives, training, promotion and messaging
  • Serve as a resource and mentor to Product Support Tier I, Tier II and leadership team members
  • Collaborate with sustaining engineering on trending product related issues
  • Support Tier II members with customer escalations.
  • This position is located at Insulet Corporate HQ in Billerica, MA. 

Education and Experience

  • Bachelor’s degree and a minimum of 2 years’ experience training and/or managing insulin pump patients and/or equivalent combination of education and experience.
  • Prior industry/commercial experience strongly preferred.
  • Certified Diabetes Educator (CDE). 
  • Educational material development and delivery
  • Registered Dietician is a plus.
  • Customer Service experience in a regulated, health related medical device environment is strongly preferred
  • Knowledge of diabetes and experience supporting patients with diabetes.
  • Experience providing remote technical support, particularly in a regulated environment.

Skills/Competencies:

  • Professional and polished presentation skills.
  • Strong interpersonal communications, both oral and written.
  • Self-starter who needs minimal direction; extremely flexible, with good business acumen.
  • Strong contributing member of the customer care team.
  • Establishing Focus - The ability to develop and communicate goals in support of the business' mission. Ability to organize and judge priorities.
  • Providing Motivational Support - The ability to enhance others' commitment to their work and leads by example.
  • Empowering Others - The ability to convey confidence in employees' ability to be successful, especially at challenging new tasks

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