Job Information
Mallinckrodt Pharmaceuticals After Hours Product Support Specialist (Part-Time) in United States
Job Title
After Hours Product Support Specialist (Part-Time)
Requisition
JR000014238 After Hours Product Support Specialist (Part-Time) (Open)
Location
TK Field Offices - USA604
Additional Locations
Job Description
The After-Hours Product Support Specialist is responsible for delivering Clinical Technical Support for the Therakos Extracorporeal Photopheresis (ECP) product marketed on a World-Wide basis. The After-Hours Product Support Specialist conveys operational, customer service and troubleshooting elements to support and enhance the Therakos ECP instrument in addition to influencing new product designs and enhancements to ensure safety, reliability, and overall quality.
Essential Functions
Provide real-time point of care telephone technical support for the Therakos Extracorporeal Photopheresis system during scheduled “on call” time (mobile phone provided) after normal business hours including weekends, holidays, PTO coverage, team training and corporate events.
For each call received, document the details of the call via a TKS Service Request record in the company database. Complete or escalate calls to quality or service dispatch as needed.
Clearly communicate the outcome and follow-up actions from the call to the Customer Care team, and any business requiring next day follow up to the in-house Product Support team.
Keep abreast of new company products and services, providing technical expertise and end user input as required.
Work with management on customer service initiatives.
Provide technical reviews of customer facing device related marketing materials when requested.
Attend annual training on-site with Product Support in-house team
Requirements:
Education:
Bachelors in Nursing (BSN) OR Registered Nurse (RN)
Biomedical laboratory experience or related biomedical device field
Holds a current Therakos ECP Operator certificate (any software from 3.0-5.4) with experience managing active photopheresis systems in a hospital or clinic environment, including patient monitoring, user support and training.
Apheresis certification a plus
Experience:
2+ years of Registered Nurse background in treating patients with TKS photopheresis systems
Demonstrates knowledge and understanding of the Therakos Cellex photopheresis instruments.
Demonstrable ability to understand technical information related to medical devices with strong attention to detail, quality, and GDP practices.
Exceptional communication and interpersonal skills, fostering effective teamwork and attentive listening, along with a customer-centric focus, adept problem-solving, and meticulous attention to detail.
Self-motivated and efficient at multitasking in fast-paced environments with minimal supervision.
Demonstrates confident demeanor and poise in daily interactions with customers.
Strong team orientation, building relationships across diverse groups while managing multiple tasks efficiently.
Proactive and customer-focused, thriving under pressure to ensure timely task completion.
Exercises independent judgment and communicates effectively with internal and external stakeholders, including international colleagues and personnel at all organizational levels.
Ability to be available at least 3 days a week
Preferences:
Experience in Critical Care, Apheresis and/or dialysis
Knowledge and training in GDP practice
Other Skills/Competencies: Capability and comfort in communicating and interfacing with personnel at all levels in the organization, including management and senior management.
Organizational Relationship/Scope:This role reports to the Manager Product Support – Therakos or designee in the Operations Department, based in the NJ office. This position will primarily support Customer Care, Operations and Medical Affairs teams, Quality and Safety organizations, Sales and Marketing teams.
The Product Support Specialist will provide point of care telephone support, identifying device complaints and maintaining support records in accordance with current regulations.
Working Conditions:The work environment is a personal home office setting.
Work hours range up to 19 hours per week.
Working Schedule can be within the following: 5p-10pEST on Monday - Friday; 7a-7pEST on Saturday - Sunday.
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Mallinckrodt is a global specialty p harmaceutical business that develops, manufactures, markets and distributes specialty pharmaceutical products. Areas of focus include therapeutic drugs for autoimmune and rare disease specialty areas like neurology, rheumatology, nephrology, ophthalmology and pulmonology; immunotherapy and neonatal respiratory critical care therapies; and analgesics and central nervous system drugs. The company's core strengths include the acquisition and management of highly regulated raw materials; deep regulatory expertise; and specialized chemistry, formulation and manufacturing capabilities. The company's Specialty Brands segment includes branded medicines; its Specialty Generics segment includes specialty generic drugs, active pharmaceutical ingredients and external manufacturing.
To learn more about Mallinckrodt, visit www.mallinckrodt.com.
Mallinckrodt Pharmaceuticals (“the Company”) maintains a continuing policy of non-discrimination in employment. The Company is an equal opportunity employer and complies with all applicable laws prohibiting discrimination based upon age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), political activities or affiliation, race, sex (including pregnancy, child birth, breastfeeding and medical conditions related to pregnancy, child birth or breastfeeding), gender, gender identity and gender expression, sexual orientation, as well as any other category protected by law. Furthermore, it is our policy to provide equal opportunity to individuals with disabilities and protected veterans in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations on every location in which the company has facilities. This policy of non-discrimination shall include, but not be limited to, the following employment decisions and practices: recruiting, hiring; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.
Mallinckrodt Pharmaceuticals is required to report certain payments or transfers of value (such as expense reimbursement, meals, transportation) made to U.S.-licensed healthcare professionals in compliance with the federal Physician Payment Sunshine Act (i.e. Open Payments) and certain state laws.