Job DetailsLevel: SeniorJob Location: Bloomingdale, IL 60108Position Type: Full TimeSalary Range: $85,000.00 - $1,000,000.00 SalaryPosition Overview We are seeking a highly skilled Senior Technical Product Specialist to serve as the remote technical authority for our Urology systems. This role is responsible for advanced troubleshooting, product performance analysis, and cross-functional technical leadership to ensure exceptional customer satisfaction and equipment reliability. The ideal candidate combines strong electro-mechanical expertise, medical device experience, and the ability to collaborate effectively across Service, Engineering, Quality, Production, Sales, and Marketing. What You’ll Do Provide advanced phone and email troubleshooting support to customers and Field Service Engineers (FSEs). Diagnose root causes of equipment failures and perform remote repairs using proprietary diagnostic software. Determine appropriate service response (remote resolution, internal FSE, or third-party provider). Identify required parts (FRUs) and coordinate field dispatch when on-site service is required. Provide emergency and after-hours technical support as needed. Generate service communications to the field regarding known issues, updates, and corrective actions. Partner with Quality and Engineering to trend product performance and drive corrective actions. Represent Service in product development to ensure systems are service-friendly and reliable. Support installation of product modifications and updates in collaboration with Engineering and Field Service. Prepare detailed service documentation in compliance with GMP, ISO, and corporate quality standards. Deliver technical training to FSE and Sales teams. Provide technical support to Sales and Marketing as needed. Designing and implementing a standardized HydraVision training curriculum for Field Service Engineers, including system architecture, installation fundamentals, troubleshooting protocols, and preventive maintenance standards Develop/advance training materials including slide decks, service manuals, quick reference guides, and certification checklists Establishing a formal onboarding path for new hires that includes defined HV certification milestones Conducting live and virtual training sessions for internal teams and OEM partners What You Bring 5+ years of medical device technical support or field service experience. Strong troubleshooting skills in electro-mechanical and software-driven systems. Experience working in ISO 13485/GMP-regulated environments. Ability to perform root cause analysis and interpret technical documentation. Excellent communication skills with a customer-focused mindset. Ability to prioritize workload and perform under pressure. Benefits: Competitive salary and benefits package. Health, dental, and vision insurance. STD, LTD, Life and AD&D Insurance 401(k) retirement plan with company match. Paid time off, including holidays and vacation. Opportunities for professional development and career advancement. Qualifications

Job Description The Vaccine Key Customer Leader (VKCL) is the primary our company vaccines point of contact for strategically assigned key private and public sector customers within a designated market. The VKCL leads vaccine growth strategy for the assigned ecosystem(s), key accounts, engages C‑/D‑suite, senior clinical and operational leaders, and drives measurable business performance and customer experience. The role coordinates cross‑functional our company teams (field and HQ) to ensure implementation and pull‑through at clinic/health system/provider level while proactively identifying growth opportunities and compliant solutions to competitive threats. Core responsibilities: - Account leadership and strategy - Own the vaccine business performance, relationship and customer experience for assigned accounts; develop and execute tailored account plans for each account with measurable objectives. - Identify strategic customers within the geography that present differentiated business opportunities; prioritize accounts and allocate resources accordingly. - Translate deep customer knowledge and market understanding into actionable commercial opportunities and execution. - Cross‑functional Collaboration - Collaborate closely with all our company customer-facing colleagues to ensure seamless coordination. For each assigned account, develop and own a Vaccines account strategy that prioritizes appropriate use of our company vaccines and align the account team to execute that strategy in line with customer needs. - Engage Medical Directors, Medical Affairs, Brand Marketing, Commercial Operations, Legal/Compliance, and other internal partners to deploy appropriate solutions for customers. - Market and product expertise - Maintain and apply in‑depth knowledge of the vaccination landscape: immunization schedules, quality measures, reimbursement models, registry systems, school and public health requirements, and factors affecting uptake of vaccines. - Monitor competitor approaches, contracting strategies, and market dynamics; proactively recommend actions to grow or defend business. - Leadership and compliance - Provide strong peer leadership, mentoring and coordination across individuals in different reporting lines. - Ensure all activities comply with company policies Required qualifications and skills: Education: - Required: BA/BS - Preferred: MA/MS/MBA in Business, Marketing, Science, Healthcare or Public Health Required Experience: - Minimum of five (5) years experience in Sales leadership, Key Account Management / Client Service Management, Marketing, and/or Strategy preferably in the Healthcare industry - Minimum of two (2) years experience working in Sales leadership or Strategic Account Management with key thought leaders or high influence customers in Public Health, Large Group Practices, Hospitals/Systems, or Managed Care Organizations - Ability to build and develop customer relationships, including the ability to influence senior levels of management and key thought leaders - Excellent interpersonal and communication skills, with ability to interact with individuals from a variety of cultures, and disciplines - Strong peer leadership and ability to collaborate with and coordinate activity among individuals in different reporting structures within the organization - Self-motivated with the ability to perform with a high level of independence - Innovative thinking and exceptional business acumen, analytical and problem-solving skills - Proficient in Microsoft Excel, PowerPoint, Word and Outlook - Valid Driver's License - 25% Travel Preferred Experience: - Minimum of two (2) years experience working in/with Vaccines; strong understanding of Vaccination (products, processes, marketplace) - Recent Local Market and Customer Knowledge - Experience in a strategic or management role in Public Health or Health System/Medical Group - Strong understanding of compliance-related concepts including the laws and regulations that govern Pharmaceutical/Vaccine Marketing and Sales activities Required Skills: Account Management, Contract Management, Customer Needs Analysis, Data Analytics, Financial Acumen, Healthcare Trends, Identifying Sales Opportunities, Interpersonal Relationships, Key Account Planning, Sales Target Achievement, Strategic Thinking, Trend Analysis Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”. The salary range for this role is $173,200.00 - $272,600.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 25% Flexible Work Arrangements: Remote Shift: 1st - Day Valid Driving License: Yes Hazardous Material(s): n/a Job Posting End Date: 04/13/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Requisition ID:R392988

This is a remote position. Position Summary: Helpdesk Customer Service Agents, this role focuses on handling customer concerns, coordinating maintenance and repairs, and keeping clear communication with customers and service partners. A key part of the role is 10K maintenance outreach for stores, making sure vehicles receive timely service. Agents work independently while staying connected with the team to keep operations running smoothly. Essential Duties and Responsibilities (include, but are not limited to the following): - Assist customers through phone, SMS, email, and messaging platforms - Help customers with vehicle pickup and basic setup instructions - Make sure all required documents are completed and submitted - Update systems with accurate customer, vehicle, and service details - Receive and handle customer concerns such as vehicle issues, tire problems, or service requests - Schedule maintenance and repair appointments with vendors - Follow up with vendors to check repair progress and completion - Conduct regular 10K maintenance follow-ups for assigned vehicles - Handle 10K maintenance outreach for stores to ensure timely service coordination - Support customers with accident or claim-related concerns - Help review vehicle condition reports and assist with damage charges and payment follow-ups - Coordinate vehicle returns and assist with impound or towing situations - Support requests for vehicle swaps or upgrades - Follow up on pending repairs, parts, and service updates - Arrange towing services and confirm completion - Answer basic rideshare-related questions when needed - Communicate daily with customers, vendors, and service providers - Follow up on unpaid balances, help set up payment plans, and track payments - Keep records organized and ensure all tasks are completed on time Qualifications Required: - Ability to work remotely and manage tasks with minimal supervision - Willing to join daily team check-ins for support and updates - Comfortable making outbound calls and following up with customers - Reliable internet, computer, headset, and phone for work use - Strong focus on customer service and problem solving Education and Experience: - High school diploma or equivalent required - Additional education in business, communication, or customer service is a plus - Experience in customer service, helpdesk support, call center, logistics, automotive, or collections is preferred - Experience working with vendors or service providers is a plus Skills and Abilities: - Clear verbal and written communication in English (Spanish is a plus) - Friendly, patient, and professional when dealing with customers - Ability to handle multiple tasks and follow-ups at the same time - Good organization skills and attention to detail - Comfortable discussing payments and setting up payment plans - Strong problem-solving skills and ability to think ahead - Able to work independently while being part of a team - Good at tracking tasks, deadlines, and updates - Proficiency in CRM systems, spreadsheets, and messaging tools

Summary: As a Customer Enablement Specialist/Customer Trainer at Andgo, you'll be pivotal in ensuring customers can fully leverage our platform by driving adoption and confidence. Reporting to the Director of Professional Services, you'll bridge implementation and sustained product value, focusing on delivering impactful training and enhancing change management practices to drive meaningful behaviour change and measurable adoption. What you'll be doing: - Deliver engaging virtual and onsite training sessions for a diverse range of audiences including senior leaders, HR teams, and frontline users. - Adapt communication styles to suit different audiences and industry contexts. - Connect product functionalities to operational outcomes in training, emphasizing both the "how" and "why" of the platform. - Ensure training reflects real-world healthcare staffing scenarios. - Design and maintain a library of enablement materials including LMS modules, videos, and scenario-driven walkthroughs. - Establish standardized baseline training programs for consistent customer experiences. - Develop industry-specific use cases and continuously refine content based on feedback and product updates. - Apply change management principles to assess customer readiness and enhance the implementation experience. - Monitor post-training metrics to identify at-risk users and improve adoption rates. - Collaborate with cross-functional teams including Implementation, Customer Success, and Product teams to address adoption gaps. - Participate in strategic customer conversations to understand long-term adoption trends and barriers. What you bring to the team: - 3+ years of experience in SaaS training, customer enablement, instructional design, or similar roles. - Experience facilitating training in enterprise-scale environments. - Experience leading change management. - Exceptional written and verbal communication skills. - Strong organizational abilities to manage competing priorities. - Technical fluency with tools like Zoom, LMS platforms, and knowledge base systems. - Calm, empathetic presence to support learners navigating operational changes. - Ability to tailor communication to effectively engage diverse audiences. Nice-to-Have: - Experience in healthcare environments. - Change Management Certification. - Familiarity with enterprise scheduling systems such as UKG or Infor. - Experience in union-governed environments. - Exposure to HRIS or workforce management platforms. - Knowledge of structured change management methodologies. Work with us! - Remote-Friendly: Work from anywhere in Canada. - Health & Dental Benefits: Comprehensive health and dental coverage. - Professional Development: Budget for professional development to help you grow in your career. - Vacation: 4 weeks of vacation to recharge and relax. - Statutory Holidays: 12 recognized statutory holidays + 2 flex days to use as needed. - Flexible Hours: Flexible working hours to suit your lifestyle. - 10% Time: Opportunity to work on side projects of your choosing. - Home Office Setup: Budget to set up your home office. - Great Team: Collaborative and supportive team members. - Impact: Opportunity to make a significant impact in the healthcare industry. **If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.** About Us Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time. As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business. Andgo Culture The culture at Andgo Systems is by D.E.S.I.G.N. - Does the right thing. We are intentional in determining the right course of action. We do what’s right, not what’s easy, even when no one is looking. - Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth. What got us here is not going to get us there. - Shows authentic self. We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental. - Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we ‘fail’ it moves us forward. - Good people help first. We add value to every interaction. We have a service-first mentality, whether it’s helping a co-worker or a customer. We listen empathetically. - No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information. These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.