Technical Product Consultant - RIKA

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role

Are you the type of person that stays engaged with a difficult problem and won’t give up until finding a solution? Are you a strategic thinker who enjoys breaking down complex issues to propose solutions? Are you able to work in a high-paced environment and deescalate issues using your technical and interpersonal expertise? Do you like to travel? If so, we are looking for you!

As a countrywide field-based Technical Consultant you will be a key member of Vantive’s Technical Service team supporting the service of medical devices within hospital and clinical settings. Technical Consultants are product experts who interface with customers and internal teams to resolve escalated field service repairs, customer issues.  You will resolve difficult customer situations with root cause identification usually requiring significant technical or procedural troubleshooting.  You will use interpersonal skills to deescalate issues and work effectively with cross-functional teams consisting of internal/external, clinical, and technical resources in high stress situations.

Essential Roles and Responsibilities

• Primary contact and subject matter expert to evaluate and consultant on escalated service repair issues and provide expert technical support on medical devices.

• Apply expert knowledge in escalated product and systems issues to provide service recommendations in device(s) and computer-based systems.

• Investigate patient safety concerns and provide effective and timely resolution to all stakeholders.    

• Participate in installation planning phase to support new and existing product launches.

• Effectively and proactively liaises between the customer, service depot, R&D and field service, and other stakeholders to assist in day-to-day needs. 

• Communicate accurately and confidently during customer resolutions, while maintaining customer confidence in the product, the field representative, and the company.

• Leverage industry leading concepts to deliver robust, data driven solutions, e.g. Lean, Six Sigma

• Provide documentation and technical expertise to the customer for their creation and revision of training programs, curricula, service processes, forms and/or any other training related material.

• May conduct technical training classes for internal/external attendees.

• Together with 3rd party manufacturing team, monitors service updates and training content for opportunities to enhance and improve training materials.

• Provide direction and mentoring to team members.

• Lead and execute individual and team projects that maximize customer value and improve the company's financial results.

• Effectively manage and schedule travel to stakeholder and clinical facilities to provide technical support, technical training, and attend meetings or trainings.

• Adhere to all environmental, health and safety SOP’s, equipment, policies, and procedures, including any department specific requirements.

• Demonstrate interpersonal skills that embrace Vantive’s cultural values of Care, Own it, Trust and Innovate.

• Perform other duties as assigned.

Qualifications

• Proven ability to resolve complex customer issues with professionalism and efficiency.

• Strong interpersonal and communication skills, with a demonstrated ability to influence, collaborate, and build relationships across teams and organizational levels.

• Track record of fostering teamwork and partnership while aligning with company policies and values.

• Comfortable working in clinical environments (e.g., hospitals, clinics) and adhering to PPE requirements such as gowning and facial masks.

• Proficient in Microsoft Office applications including Outlook, Word, Excel, PowerPoint, and Project.

• Familiarity with data analysis concepts and tools.

• Preferred knowledge of IT systems including device connectivity, network integration, wireless protocols, mobile technologies, software support, and cybersecurity standards.

• Ability to clearly communicate technical concepts to both customers and internal teams.

• Demonstrated adaptability, cross-functional collaboration, and effective problem-solving skills.

• Experience in biomedical engineering practices including installation, preventive maintenance, calibration, and repair of electromechanical and digital medical devices.

• Skilled in diagnosing and replacing defective parts, performing mechanical adjustments, and ensuring compliance with safety and regulatory standards.

• Physical ability to perform the role, including standing, kneeling, bending, and lifting up to 50 lbs.

• Ability to travel 50-75%, including overnight stays; willingness to drive long distances or fly as required.

• Valid driver’s license required.

• Demonstrates alignment with Vantive’s cultural values: Care, Own it, Trust, and Innovate.

Experience and Education

Pathway 1:

• Associate’s degree or higher in a related field (Electrical/Electronic Engineering, Biomedical Equipment Technology, or Computer Science)

• OR CBET or equivalent BMET certification

• OR Completion of U.S. military training in electrical or biomedical equipment technology

• AND Minimum 5 years of electro-mechanical troubleshooting experience

Pathway 2:

• Associate’s degree or higher in a non-related field

• AND Minimum 7 years of electro-mechanical troubleshooting experience

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $80,000 - $100,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. 

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future.  The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently.  The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.