Under minimal supervision, complete in house and on-site troubleshooting, installation, validation, maintenance, and service repair needs on designated equipment.
Essential Duties and Responsibilities:
- Own customer issues from dispatch or identification of issue to resolution. Proactively engage with other team members to ensure they are aware of the status of all issues at all times for their designated customers
- Work as a member of the local team to provide efficient on-site and remote service to all accounts within the assigned area (includes delegating tasks and performing administrative duties)
- Effectively communicate and partner with teammates and colleagues
- Maintain regular, frequent communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction
- Partner with the customer and recommend value-added services that will help the customer run their business more efficiently
- Keep up to date on administrative responsibilities such as maintaining customer and CryoSRV service records, ordering repair parts, and returning defective parts
- Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately strengthen business partnerships
- Identify business opportunities for the organization, including incremental service agreement business.
- Up to 80% travel required
Incidental Duties:
The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
Education and Experience:
- High School Diploma or equivalent required
- Bachelor's degree in a technical field preferred
- Minimum of three years of field service experience required, medical device experience preferred
- Experience interfacing with both internal team members and external customers as part of a solution based service process
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment
- Experience troubleshooting and responding to customer concerns
Knowledge and Skill Requirements/Specialized Courses and/or Training:
- Strong time management and organization skills and ability to juggle multiple responsibilities
- Be available "after hours", or work a rotating On-Call schedule, including weekends, for critical issues and coverage, as necessary
- Must have and maintain a valid Driver’s License
Machine, Tools, and/or Equipment Skills:
- Familiar with Hand Tools
- Prior technician experience preferred