(M/W) Customer Care

Wandercraft is hiring!

About

Wandercraft provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Our goal: to restore the ability to stand and walk to people with reduced mobility. We are realizing the promise of robotics to offer ordinary lives to extraordinary people. To do this, we have created Atalante, the walking exoskeleton that enables paraplegic or hemiplegic people to walk again. Used for locomotor rehabilitation in hospitals, Atalante is the first exoskeleton in the world capable of generating its own balance, without its wearer having to stabilize himself with crutches. With it, every day, patients get up from a wheelchair and walk, in Europe and in the United States.

This unique project is carried out by a team united around a mutual goal: improve the daily life of people with reduced mobility. We are working in a kind, fun and agile environment. Each member of the Wanderteam brings effervescence and passion to take this state-of-the-art medical robotics device to the next level.

From the very heart of Paris and New York, we are collaborating with the best university laboratories and leading medical teams, in Europe and in the USA. We have built a working environment that is motivating and rewarding on a personal and technical level.

Job Description

We are looking for talents who are enthusiastic, passionate, creative but above all like-minded: abiding by the highest standards, honest and committed to everything you do. Expect to be challenged: we are creating things that nobody has ever done before. Expect to have to work hard and fast: we are testing and learning as we go. Expect to aim for perfection: after all, we are breaking ground with high technology exoskeletons.

Are you ready to push the limits?

Reporting to the head of customer care, the Customer Care Specialist will be in charge of demos, clinical operations, development, training, and support of the Wandercraft Atalante technology.

The clients include physicians, institutions (hospitals, rehabilitation facilities, etc., allied health professionals, neurological rehabilitation therapists and patient support groups.

The Customer Care Specialist will also be responsible for coordinating the development of clinical content for marketing and clinical education, assist in monitoring clinical trials, clinical training, and clinical education.
The Customer Care Specialist will start by spending significant amount of time in Wandercraft Headquarters in France training, before being full time deployed in the US.

Responsibilities:

• Conduct Demos,
• Be the main contact for therapists and patients by providing them with all the necessary support,
• Lead the training sessions (initial and continuous) of our device with the users,
• Accompany the rehabilitators in the integration in current clinical practice,
• Develop training materials, tutorials, usage scenarios and associated documentation for users,
• Capitalize on the use of our exoskeletons in the field and share the best practices observed,
• Manage and follow up on clinical requests related to the use of the device, in conjunction with the Quality/Regulatory and Clinical teams,
• Share user feedback (functionalities, ergonomics, patient feedback, etc.) with internal teams (R&D, Marketing, etc.) to contribute to the continuous improvement of our exoskeleton,
• Organize live remote webinars to support therapeutic teams in the use of the technology,
• Discussing and advising on the Atalante use program, with adapted exercise proposals,
• Share information on usage and best practices,
• Develop and maximize clinical skills and educational knowledge of neurological rehabilitation and the operation of all Wandercraft technologies,
• Build collaborative and consultative relationships with neuromuscular rehabilitation network and patient support groups within assigned territory,
• Assist clinical team in relationships with rehab team working on use cases,
• Conduct educational in-services and webinars to potential referral sources through formal presentations,
• Conduct educational presentations to patient support groups and at professional meetings,
• Assist in program development and treatment protocols to enhance clinical usage of the Wandercraft technologies post sales and training,
• Support and attend local and national professional/patient meetings as requested,
• Organize and manage time efficiently to achieve company goals,
• Demonstrate judicious use of Company resources through appropriate expenditure on travel and entertainment,
• Participation and support of projects/ activities as directed by management.

Preferred Experience

Both proactive and rigorous, you have an excellent ability to work within a team and know how to be autonomous and proactive while following the instructions given. You enjoy working on various and varied tasks. You enjoy working in medium-sized structures (80 people) and you know how to adapt to rapid changes in the order of priority of tasks. You are resourceful, curious, and organized. Finally, you have excellent oral and written communication skills.

  • Based in New York,
  • Willing to spend at least 2 months in Paris (France) at the beginning of his contract,
  • Clinical background in neurological rehabilitation,
  • Proven track record in healthcare medical device education,
  • Ability to quickly grasp new technology,
  • A track record for developing high-trust relationships with customers,
  • Always willing to travel when required,
  • Highly motivated, great people skills, positive attitude, entrepreneurial spirit, driven to be the best,
  • Ability to become an expert in the rehabilitation process and project confidence,
  • Ability to communicate persuasively both orally and in writing,
  • Ability to operate independently in a self-directed manner,
  • Ability to work in a team environment,
  • Requires proficient computer skills including Microsoft Office skills.

Required skills:

  • Diploma : DPT or MPT degree in Physical Therapy preferred
  • Required experience : A minimum of 2 years of neurological clinical education experience is required
  • A valid driver’s license

Expected skills:

  • Knowledge of patients and patient management: trainer
  • Knowledge of hospital operations: trainer
  • Conducting training sessions & demos: expert
  • Creation of educational materials and technical content: autonomous
  • Appreciation for technology: autonomous
  • Rehabilitation of locomotor function deficit: autonomous
  • Definition of rehabilitation objectives and programs: autonomous
  • English: trainer

Additional Information

  • Contract Type: Full-Time
  • Location: New York
  • Education Level: Master's Degree
  • Experience: > 2 years