The Sr. Product Support Specialist acts as the support resource for Censis clients and internal stakeholders to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using Censis portfolio of products. This includes handling any customer CensiTrac and add on module issues with empathy, documenting all communications until case resolution, and being a reliable team leader capable of providing product knowledge and innovating on current processes.

Responsibilities

• Swift resolution of incoming tickets from customers with politeness and proficiency in product and SPD workflow
• Proficient in CensiTrac and all add-on modules (including and not limited to LoanerLink, ScopeTrak Advanced, AI2 etc.,)
• Named support specialist for critical customers – maintain and exceed SLA adherence and CSAT for key customers
• Working understanding of SPD workflow to support customers
• Develop and maintain an expert level understanding of the CensiTrac product suite
• Facilitate and participate in process-improvement projects in the Technical Support department
• Monitor and assist Product Support Leadership in overseeing case queues to ensure SLAs and team KPIs are consistently met
• Support the Product Support Specialist role by providing product knowledge, mentorship, and guidance on internal processes
• Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac
• Independently solve and research complex technical and application-related customer inquiries by phone and email
• Facilitate customer concerns to higher tiers
• Coordinate with clients and appropriate internal departments to ensure clients are properly serviced
• Participate in (after-hours) on-call rotation
• Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)
  
  

Qualifications

• 2-5 years of customer support, SaaS preferred
• 2-5 years of experience using CensiTrac in an SPD environment
• Proficient in the use of Microsoft Office products
• Excellent presentation, writing, organizational, analytical, and problem-solving skills
• Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
• The Senior Product Support Specialist must be independently driven, a dedicated leader, and possess a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator and motivator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills, the ability to multi-task, and a passion for self-growth are a must.
  
  

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The hourly range for this position (in local currency) is $28-$35/hr

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

This position is also eligible for bonus as part of the total compensation package.

The hourly range for this position (in local currency) is $28-$35/hr