Support Technician

4 weeks ago

Vancouver, United States iM3 Inc Full time $23 - $25
Job DescriptionJob Description

SUMMARY

Our Support Technician offers courteous phone assistance to retain existing customers and attract new ones. Specializing in veterinary dental equipment, they diagnose issues, evaluate, and repair equipment, and install software for x-ray systems. Their duties also include assisting users with procedures, providing remote client support, and promptly resolving problems to ensure customer satisfaction. Additionally, they may recommend upgrades or supplementary products to enhance user experience.

*Please be aware that while the radiography software installation and troubleshooting of digital X-Ray generators do not involve radioactive cores, we strictly adhere to safety protocols. Consequently, all technicians are required to wear radiation badges during the testing or quality assurance of repaired digital generators*

**Please note that iM3 Support Technician position is focused on customer service, technical support for our products, maintenance and repairs on customer equipment. Does not encompass IT-related responsibilities such as network management, hardware maintenance, or software development.**

DUTIES AND RESPONSIBILITIES

Provide product support alongside top-notch customer service, while upholding company standards for communication, service quality, support, and thorough ticket documentation.
Answer support phone calls and emails for all equipment and software.
Monitor parts inventory to assure adequate stock.
Prepare parts orders for shipping.
Remote software installs on new equipment remotely.
Perform maintenance and repairs on customer equipment.
Maintain good housekeeping practices for all workspaces and assist within office organization projects as needed.
Perform additional tasks as assigned by Support Supervisor or Manager

QUALIFICATIONS

Required
High School graduate or equivalent.
2+ years of customer service experience.
Able to communicate clearly in writing and verbally.
Self-motivation...requires minimum supervision.
Good attendance and punctuality.
Strong mechanical aptitude.
Adaptability, initiative, flexibility and in addition to critical thinking skills.
We build quality equipment. Requiring attention to detail and consistent focus throughout the process.

Preferred
Production experience preferably in the precision equipment industry.
Microsoft Office (Word/Excel/Outlook) familiarity.
Machinist experience helpful.
Small equipment/electrical repair experience.
Phone support/call center experience beneficial.
Microsoft 365 experience.

COMPETENCIES

· Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

· Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

· Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

· Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

· Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
Occasionally required to stand.
Occasionally required to walk.
Continually required to sit.
Continually required to utilize hand and finger dexterity.
Occasionally required to climb, balance, bend, stoop, kneel or crawl.
Continually required to talk or hear.
Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
Occasionally required to lift/push/carry items up to 50 pounds.

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