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Job Details

PURPOSE

Responsible for providing timely and quality service to business unit customers, specifically for technical support within the specified US field service region . Supports Customers & Services by providing technical support as well as on-site support. Answers technical support calls during normal business hours and provides after hours support as needed. Installs, reviews, operates, maintains, repairs, and modifies equipment. Provides service related guidance and training to customer personnel in the establishment of equipment operation, maintenance, inspection procedures and techniques. Analyzes equipment failures to determine cause and recommends corrective action. Participates and assists in planning phases related to installation, trials and evaluation of equipment and systems.

RESPONSIBILITIES

Duties are listed in order of greatest importance, the incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs:

• Answers and resolves hotline calls from customer or field staff and escalates or reroutes when necessary.

• Assists with field service activities & administration, including creating & reviewing metrics. Analyzes reports to identify problems & take corrective actions.

• Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle & Salesforce application

• Coordinates with other business units to resolve customer requests & issues, including special projects.

• Maintains new & existing documents including, but not limited to, training records, service manuals, technical bulletins and guides, and customer registration & training records.

• Oversees and reviews necessity of parts/tools inventory including parts returns, ordering and management of financials

• Participates in continual process improvement measures including the communication of technical updates & department process changes.

• Provide training & support to Customer Support staff, all Field Service Engineers, as well as customers.

• Provides business analysis and support for key customer operational activities supported by HAE field staff. Integrates with account managers and sales process for designated “key” customer accounts.

• Provides services such as installation, on-time preventative maintenance, upgrades, product support, trouble shooting and repair services on medical device systems to customers in an assigned territory.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Minimum of Associate's Degree Required

• 3 years of  technical field experience with proven record of customer satisfaction.

• Medical equipment experience

• Several travel in the US during onboarding/trainings

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