Service Associate Bilingual (Guadalajara)

Overview

The Clinical Product Specialist Level 1, Bilingual role will provide best in class clinically focused customer education and support via phone to assist in all points of the customer journey, including onboarding, troubleshooting, and retaining customers on the Omnipod portfolio of products for patients with Type 1 and Type 2 diabetes.

Responsibilities

• Support all Omnipod portfolio customers who have completed onboarding or training to ensure first call resolution and retention.
• Maintain clinical knowledge through provided learnings and trainings, demonstrating a thorough product understanding and providing accurate information within scope when responding to customer inquiries.
• Competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customers in HCP conversations and follow up.
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in the Customer Relationship Management system and meeting departmental service levels and KPIs.
• Requires sitting and standing associated with a normal office environment.
• Position requires in‑person office work.
• Holiday, evening, and/or weekend coverage may be necessary.

Qualifications

• Bachelor's degree in a clinical field of study.
• Bilingual skills; proficiency in both English and Spanish is required.
• Excellent customer service skills.
• Proficiency with computers, including Microsoft Suite and Salesforce.
• Experience working with insulin pumps and continuous glucose monitoring systems is a plus.
• Prior industry/commercial experience is preferred.
• Experience with virtual or phone‑based clinical support or other relevant environment is a plus.