Technical Support Specialist

2 weeks ago

Eden Prairie, Minnesota, United States Lumibird Photonics USA, Inc. Full time
Job Overview

Salary: $30 to $35 per hour

Lumibird Photonics USA Inc. is committed to diversity and inclusion in the workplace.

POSITION SUMMARY:

The Technical Support Specialist is a vital customer service role dedicated to delivering technical assistance to our medical clientele across the nation. This position collaborates closely with customer service teams to resolve service-related inquiries via phone, ensuring our clients remain operational in their ophthalmic practices.

SUPERVISORY DUTIES:

This role does not include any supervisory responsibilities.

KEY RESPONSIBILITIES:

  • Assess customer requirements and deliver precise technical guidance in a courteous and professional manner.
  • Conduct local installations and quality assessments on newly sold systems, components, and accessories to ensure they meet specifications.
  • Execute preventive and corrective maintenance tasks.
  • Diagnose and repair mechanical, electrical, and software malfunctions.
  • Disassemble faulty devices, troubleshoot issues, and apply standard testing protocols to identify problems and devise solutions.
  • Reassemble devices or equipment and conduct tests to verify compliance with specifications.
  • Replace or repair defective components as necessary.
  • Perform routine inspections and tests on devices to calibrate and ensure proper functionality within established standards.
  • Implement equipment upgrades as required.
  • Provide training sessions for customers on equipment usage.
  • Complete necessary documentation and reports, including service logs and installation records, to ensure accurate tracking of field activities.

ESSENTIAL SKILLS AND QUALIFICATIONS:

  • Strong verbal and written communication abilities.
  • Exceptional interpersonal and customer service skills.
  • Effective time management skills with the ability to prioritize tasks based on supervisory guidance.
  • Robust technical knowledge and adept problem-solving capabilities.
  • Commitment to adhering to quality standards and protocols.
  • Ability to perform specific developmental tasks with appropriate supervision.
  • Willingness to comply with training requirements and procedures.
  • Capability to assist with quality audits as needed.
  • Understanding of quality system elements and administrative guidelines.
  • Proficiency in operating testing equipment such as oscilloscopes and multimeters.
  • Familiarity with maintenance strategies and the ability to provide recommendations to clients.
  • Ability to interpret mechanical, optical, and electrical specifications through drawings and manuals.

EDUCATIONAL BACKGROUND AND EXPERIENCE:

  • Associate degree in a technical field or equivalent experience demonstrating core competencies.
  • One to two years of relevant experience in addition to the degree.
  • Experience with CRM and OEM software is advantageous.
  • Background in electronics troubleshooting and repair is highly preferred.
  • Experience with lasers and optics is a plus.

PHYSICAL DEMANDS:

  • Position requires good close-up vision, depth perception, and manual dexterity to handle small components.
  • Ability to manipulate small parts using hands and fingers.
  • Capability to work at a computer for extended periods.
  • Frequent movement, including walking, bending, and kneeling is necessary.
  • Ability to lift tool cases and service-related equipment weighing between 25 to 50 pounds.
  • Capacity to lift ultrasound and laser systems and accessories weighing up to 65 pounds.
  • Willingness to travel (20%) to customer locations and company events on short notice, which may include international travel.
  • Ability to work under pressure to meet deadlines and customer expectations.

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