Ready to make a difference by utilizing your talents? Join a team driven by a mission to help patients, and a culture focused on developing medical device and diagnostic solutions.

Surmodics is pursuing highly differentiated medical devices that are designed to address unmet clinical needs and engineered to the most demanding requirements. This key growth strategy leverages the combination of the Company’s expertise in proprietary surface technologies, along with enhanced device design, development and manufacturing capabilities. The Company mission remains to improve the detection and treatment of disease.

The Customer Support Specialist (CSS) establishes and maintains strong, collaborative relationships with Customers, Sales Managers / Field Clinical Specialists, and other team members. Primary responsibilities include providing operational and sales support to internal and external customers.  CSSs enhance the customer experience by providing best in industry service while supporting the attainment of company and departmental goals, and operating within company policies, procedures, and guidelines.

Responsibilities

Customer Support - Hospitals, OBLs, ASCs (40%)

  • Establishes and maintains strong relationships with Customers
  • Educates Customers regarding products, processes, pricing, and logistics
  • Drafts customer quotes, establishes accounts, and processes purchase orders per company SOPs
  • Trouble-shoots product and service related issues quicky and effectively
  • Documents all customer complaints / feedback per Surmodics’ complaint SOPs and manages the return authorization process
  • Works with customers to complete requirements and ensure Surmodics is set up as a vendor in their system
  • Becomes highly proficient in Surmodics’ CRM, ERP, and QMS systems
  • Communicates clearly and professionally through all channels (phone, chat, email, fax) – is highly responsive

Sales Support – Sales Managers & Field Clinical Specialists (FCS)  (40%)

  • Builds rapport and relationships with field team members – Acts as an extension of the sales force
  • Offers a primary point of contact at the corporate office for field personnel
  • Provides high touch sales support to ensure a smooth process for customers and to enable quota attainment
  • Manages open orders and communicates status with sales and clinical staff
  • Arranges shipment of sample product and marketing collateral to field personnel
  • Partners with field personnel to ship, manage, and reconcile trunk stock
  • Provides training and on-going support to field team members on CRM system
  • Collaborates with field personnel to identify targets through research and data

 Cross-functional Support and General Accountabilities (20%)

  • Provides administrative and/or project support to sales and marketing partners
  • Adheres to company standards and values related to honesty, integrity, trust, respect, and accountability. Performs all responsibilities in accordance with company policies and procedures and applicable state / federal rules and regulations

Minimum Qualifications

  • Bachelor’s degree (preferred) or equivalent combination of education and experience
  • 2+ year’s industry experience in healthcare and/or medical device
  • Exceptional Customer Service, Sales Support, and Technical Support Skills and Experience
  • Strong sense of urgency and superior time management skills
  • Demonstrated organizational, teamwork, and interpersonal skills
  • Excellent communication skills
  • Ability to maintain composure, resilience, and flexibility through all customer interactions
  • Strong knowledge of Microsoft Office products- Outlook, Word, and Excel

Surmodics offers a competitive compensation and benefits package, including a bonus program, 401(k) with employer match, employee stock purchase plan and stock options.

Surmodics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

#LI-ONSITE

Apply for this Job

* Required
  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Surmodics’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.