Provide Technical support to customers as well as contracted installation and service providers for service supported products. Also performs training (formal and informal) to contracted installation and service provider.

Essential Duties and Responsibilities include the following (Other duties may be assigned):

• Maintain superior level of customer service and product support
  • Track customer accounts and provide service in line with applicable contracts
  • Investigate complaints and troubleshoot breakdowns by performing failure diagnostics and conducting root cause investigations
  • Build and strengthen customer relationships by ensuring proactive communication and rapid problem resolution
  • Documents service actions by completing forms, reports, logs, and records
  • Understand and ensure adherence to all medical device quality and regulatory requirements
• Assist third party installation and service representatives
  • Provide solutions to escalated issues using technical expertise
  • Maintain updated field manual to guide field service representatives
  • Provides training to contracted service provider when needed (this will likely occur in the field at a customer site)
• Support continuous improvement within the service department including:
  • Create service work instructions and videos
  • Make or support changes in processes which improve service metrics
  • Lead data collection and propose product changes to reduce service events in the field.
• Assist in New Product Development
  • Lead in service by implementing new products and services to the field. This would include providing internal documentation and external training.
  • Provide feedback to the product development team for service-related activities.
• Review and approve service documentation including:
  • Service Reports
  • Technical Support Invoices
  • Extended warranty contracts and purchase orders

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

• Bachelor’s degree. Electrical, Mechanical, Industrial or Biomedical Engineering or associates degree in mechanical, electrical or industrial maintenance with 4 years’ experience in related field or High School Diploma/GED and 8 or more years’ related field or equivalent combination of education and experience.
• Experience interfacing with both internal team members and external customers as part of the service process.
• Experience diagnosing and repairing mechanical, electromechanical or electrical equipment.
• Experience troubleshooting and responding to customer concerns.

Other Skills and Abilities:

• Ability to meet vendor credentialing requirements for all healthcare systems.
• Excellent interpersonal, facilitation, and communication skills
• Project management skills including planning, scheduling and prioritization skills
• Establishes good relationships with customers and staff. Relates well to people at all levels. Manages conflict.
• Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in systematic, methodical and orderly way.
• Consistently achieves project goals and takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction.
• Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it.
• Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and policies. Complies with legal obligations and safety requirements of the role.
• Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job.
• Ability to read blueprints or technical diagrams
• Experience with basic hand and power tools

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual will primarily remain in a stationary position, often standing or sitting for prolonged period. The individual must frequently lift and/or move equipment and supplies up to 100 pounds with assistance.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual is located in a permanent or temporary laboratory location or production environment. Work may involve occasional exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises. The noise level in the work environment is usually moderate.

At times, up to 50% domestic travel is required but this would not be considered the norm all year round.

At times customers or contracted service personnel will require assistance during off hours and there is an expectation to address those calls in a timely manner.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.