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Field Technical Specialist

4 months ago

Middleburg Heights, United States CODONICS Full time

Job Title: * Field Technical Specialist Status: Non-Exempt Department: Technical Services Reports to: Director of Technical Services Hours: *Full Time, Non-exempt position, extensive travel required Position Summary: * * This position is responsible for a variety of actions including, but not limited to: training external and internal parties in the operation, configuration, troubleshooting, and light repair of Codonics products; making on-site visits to new and existing installations for the purpose of ensuring customer satisfaction and making on-site visits to existing customers to repair or modify existing Codonics products.. The person(s) in this position will become product experts, working in conjunction with Codonics partners, Sales, Technical Services, and Engineering. When not performing the activities mentioned herein, the Field Technical Specialist will take an active role in the further establishment of infrastructure to increase the efficiency of new product installations by internal and external technical personnel. Ensuring Customer Satisfaction is a key element of the Field Specialist's role while on-site or working with a customer remotely. Travel is estimated at 75% and may be up to 100% for some periods (Schedule goals generally limit travel times to Monday through Friday). * * *Duties and Responsibilities: * (subject to change) Contact specified departments of the customer site to coordinate schedules and maximize the impact of the on-site visit(s) whether for installation, go-live support or field service. Act as the on-site installation lead for Codonics led installations. Train customers remotely and on-site and immediately assess the understanding of Codonics products and services in order to ensure a successful training session. Listen, interpret and direct customer concerns regarding a new product installation towards the positive adoption and understanding of the specified Codonics product. React quickly and calmly to customer concerns that may require the ability to delegate or escalate said concerns/requests to the appropriate Codonics departments (including but not limited to: Sales, Production, Shipping, Service and Technical Support) with the ability to track and follow delegated tasks through completion. Be a customer advocate, feedback findings during the installation life cycle to promote corrective action within Codonics and to drive continuous improvements, specifically reporting product issues (electrical, mechanical, software, and networking) to appropriate departmental managers. Acquire all knowledge required to assess the site in a comprehensive manner (Many installations require a basic understanding of systems/services/equipment working in concert with the specific Codonics product). Prepare trip reports, expense reports and CRM system updates following business trips on a timely basis. Arrange travel as required Additional duties may need to be performed as determined b