- Serve as the initial point of contact for sites needing assistance with the OrganOx metra®, responding via call center platform, phone, or virtual channels
- Provide real-time remote troubleshooting guidance for device setup, perfusion workflow, and interpretation of system alerts
- Deliver professional, customer-focused communication using clinical judgment and established protocols
- Support case monitoring by reviewing device parameters, escalating issues as appropriate, and ensuring proactive interventions
- Accurately document all customer interactions, case notes, and recommendations per Good Documentation Practices (GDP)
- Follow escalation pathways and record all actions in compliance with Quality and regulatory requirements
- Identify trends or recurring issues and communicate them to leadership for quality improvement
- Collaborate with Clinical Specialists, Engineering, Quality, and Customer Operations to ensure seamless support
- Assist in scheduling, triaging incoming requests, and providing efficient handoff when onsite assistance is required
- Participate in team huddles, call reviews, and calibration sessions to maintain consistency across the support model
- Complete onboarding modules and competency assessments for remote support of the metra® system
- Engage in ongoing education to maintain product knowledge and improve remote support capability
- Participate in training projects, resource creation, and customer readiness initiatives
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