Customer Service Technician

3 weeks ago


Fitchburg, United States Image Diagnostics Inc. Full time

Job Summary:
**Responsibilities**:

- Maintains a guiding and collected composure to deescalate customers throughout the call process
- Document call history, complaints, and service per company guidelines
- Maintains records and updates field service reports and customer complaint records
- Logistically coordinates and supports external and internal field service personal on service and repairs during technical service calls
- Actively monitors, supports, and expands national 3 party service personal network.
- Maintains and develops service inventory, procedures and processes to ensure efficient customer support and resolution
- Identifies and supports continuous improvement efforts
- Closely collaborates with engineering and leads efforts to develop product lifecycle support and solutions
- Travel locally to assist with customer service
- Perform all work in accordance with quality standards and established safety procedures
- Maintain a clean and organized work area
- Willingness to be flexible with daily routine as warranted by customer’s needs
- Must be able to work independently and as a team
- Other duties as assigned by management

Qualifications:
Required:

- Strong Technical inclination and demonstratable problem solving
- Capability to lift and maneuver sub-assemblies and components up to 80 lbs.
- Strong attention to detail, listening and organizational skills
- HS diploma or GED required
- Excellent communication skills; verbal and written
- Ability to read schematics/blueprints
- In person required
- Standard work hours are 8-5pm

Preferred:

- Technical College degree
- 1-5 years customer service experience
- Medical device or other regulated industry experience
- ERP Software experience
- Global Shop Solutions Software
- Mechanical and electrical appliance troubleshooting experience
- Electro-mechanical knowledge

Pay: From $50,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

Work Location: In person



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