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The Respiratory Technical Specialist (RTS) provides clinical and technical support for ResMed’s Astral ventilator platform and related respiratory care products. This role emphasizes expert guidance for healthcare providers, proactive customer service, and collaboration with cross-functional teams. The RT’s do not interact directly with patients but requires U.S. respiratory licensure for clinical support provided to clinicians.
Job Responsibility:
Manage customer interactions via phone and email, providing clinical and technical guidance for Astral ventilators
Troubleshoot device performance issues and process RMAs for ventilator returns and repairs
Document all cases and complaints in compliance with FDA and company standards
Handle high risk ventilator escalations
Maintain accurate device documentation and ensure compliance with regulatory requirements
Support device tracking and related administrative processes to ensure audit readiness
Assist in updating and maintaining Astral Support workflows and SOPs
Participate in ongoing product training and process improvement initiatives
Communicate effectively with sales, technical support, QA, and product management teams
Provide operational feedback to improve customer experience and product performance
Share product knowledge and best practices with internal teams
Requirements:
Minimum three years of Respiratory Care experience, including ventilated patient management
Associate’s degree in Respiratory Therapy
RRT and current RCP license or equivalent
Strong written, verbal, analytical, organizational, time management and problem-solving skills
Prior customer service or technical support experience
Prior experience in ventilator management, ideally with Astral devices
Nice to have:
Bachelor’s degree in Nursing or Acute Respiratory Care
Knowledge of PHI/HIPAA regulations
Experience in the medical device industry, preferably with HME’s
Familiarity with Salesforce, Oracle, or similar CRM platforms
What we offer:
comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance
three weeks Paid Time Off (PTO) in their first year of employment
11 paid holidays plus 3 floating days
eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave