Senior Customer Advocate - Clinical
ICU Medical

Job Description

Position Summary

The Clinical Senior Customer Advocate is a clinically experienced professional responsible for supporting ICU Medical customers through the most complex product, workflow, and therapy related issues. Leveraging strong clinical judgment, product knowledge, and problem-solving skills. This role collaborates across internal teams and customer stakeholders to resolve high impact concerns, enhance product adoption, and strengthen overall customer satisfaction.

As a key contributor to ICU Medical's customer support strategy, the Clinical Customer Advocate uses clinical insight to bridge gaps between nursing practice, biomedical service teams, and product engineering. This role is essential to proactive communication, issue prevention, and maintaining compliance with operational and quality standards.

Essential Duties & Responsibilities

• Lead clinical investigations involving complex on market product issues, including reviewing workflows, assessing user practices, and identifying root causes that impact multiple clinical sites.
• Serve as a clinical liaison to customer nursing, pharmacy, and patient care teams to promote safe and effective use of ICU Medical devices and ensure timely resolution of serialized or systemic product concerns.
• Provide high-level clinical and technical guidance to internal teams including Field Service Engineers and Account Managers during troubleshooting and product escalations.
• Partner with the Senior Customer Advocate - Technical to provide clinical insight, documentation, and participation in remote and onsite customer assessments as needed.
• Collaborate with cross functional teams-including Technical Service support, R&D, Quality, and Regulatory -to provide clinical context that informs decision making and product enhancements.
• Model exceptional clinical professionalism and communication, especially when supporting customers experiencing challenges or complex clinical situations.
• Provide clinical feedback to engineering, helping refine product design, user guidance, and training materials based on real world clinical experience.
• Maintain advanced product competency by engaging with internal product experts, Technical Services, Professional Services, Field Service Engineers, Quality, and R&D teams to understand evolving product features and clinical applications.
• Support knowledge transfer by documenting advanced clinical workflows and troubleshooting guidance to enable streamlined handling of future cases.
• Partner with the Clinical Services and Customer Success Manager to identify and address clinical training gaps that impact customer experience or internal support performance.

Knowledge & Skills

• Strong clinical judgment and ability to translate clinical workflows into actionable troubleshooting insights.
• Excellent verbal and written communication skills, with the ability to communicate clearly with clinicians, technical teams, and leadership.
• Experience supporting medical devices, infusion therapy, patient safety initiatives, or clinical technology preferred.
• Demonstrated customer service, problem-solving, and conflict resolution skills.
• Ability to build positive, professional relationships with nursing staff, biomedical teams, pharmacists, and leadership stakeholders.
• Comfortable working in both clinical and technical environments.

Minimum Qualifications, Education & Experience

• Must be at least 18 years of age
• Bachelor of Science in Nursing (BSN) required, Advanced degree preferred.
• Unrestricted nursing license.
• Minimum 5+ years of acute care clinical experience, preferably in critical care, or a related specialty.
• Experience with medical devices, smart pumps, clinical workflow optimization, or clinical education preferred.
• Biomedical education and/or training is a plus.

Work Environment

• This job operates in a professional office environment and routinely uses standard office equipment.
• Typically requires travel 5-20% of the time
• Ability to sit for extended periods and perform computer-based tasks.
• Occasional onsite hospital or clinic visits may require walking, standing, or navigating clinical environments.

About Us

ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges.

With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.

We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you:

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry's broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.

ICU Medical EEO Statement:

ICU Medical is committed to being an Equal Opportunity Employer. We ensure that all qualified applicants receive fair consideration for employment regardless of race, color, nationality or national origin, ethnicity, sex, gender, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status.

If you are an individual with a disability and need reasonable accommodation to participate in the employment selection process, please contact us at humanresources@icumed.com. We are committed to providing equal access and opportunities for all candidates.

ICU Medical EEO Policy Statement

Know Your Rights: Workplace Discrimination is Illegal Poster
ICU Medical CCPA Notice to Job Applicants

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