Customer Service Technician

4 weeks ago

Hoffman Estates, Illinois, United States Ampcus Full time
Job Title: Customer Service Technician

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are seeking a highly motivated candidate to join our talented team as a Customer Service Technician.

Key Responsibilities:
  • Provide field service and customer support.
  • Perform maintenance, troubleshooting, and repair of equipment.
  • Collaborate with customers to ensure optimal performance of equipment.
Qualifications:
  • Willingness to travel extensively (90+%).
  • Bachelor's degree in Biomedical Engineering or related field, or equivalent military engineering experience.
  • Experience in mechanical engineering, field service, or as a chemistry lab technician with mechanical skills.
Preferred Experience:
  • Previous experience in a lab technician role or similar.
  • Familiarity with automation systems and equipment.
Responsibilities:
  1. Uptime of customer equipment: Diagnose problems and directly repair customer equipment for assigned instrument product lines.
  2. Resource Management: Minimize the costs of servicing customer equipment.
  3. Customer Satisfaction/Business Development: Provide service that supports high levels of customer satisfaction; support/develop Service business.
  4. Administration: Conduct administrative and support tasks as required by *** and Service Management.
  5. Meet all Key Performance Indicators (KPI's) of the business for your position.
  6. Ensure that all required training courses are completed on time and sign off completion in the system.
  7. Ensure that all tool and test equipment expiration dates are managed and that no overdue for calibration test equipment is used or maintained in the field and usage of tool and test is documented on eFSR.
  8. Customer follow-up call for each on-site repair (OSR) to ensure the instrument is operating at specification and the customer is satisfied.
  9. Meet requirement of 100% Compliance with Complaint Handling Process Documentation as required in service process (1849-8 and/or updated processes).
  10. Work directly with 2nd level support as required.
  11. Additional Individual Responsibilities as required.
Competencies:
  • Knowledge of Medical Solutions USA and Healthineers as a company:
    • New Hire Orientation
    • Legal, Compliance and Ethics Training
  • Knowledge of relevant procedures, processes, and standards:
    • Policies, procedures, process as required per the CSE Handbook
    • Demonstrate understanding of the safety procedures/guidelines of biohazards, PPE, etc. in the laboratory environment
    • EH&S curriculum per Regulatory and Compliance Management
    • HIPAA/PHI Curriculum
    • Quality Management Systems knowledge (i.e. SKB's)
  • Other competencies highly specific to the role:
    • Relevant technical training courses
    • General knowledge of Clinical Workflow
    • Can learn new mechanical and technical concepts and equipment changes as required
    • Can locate, read, and understand documents for install, set-up, repair, troubleshooting, schematics, block diagrams and functional descriptions
    • Become proficient in diagnosing problems
    • Application of basic networking theory
    • Can operate the instrument to generate results for all major customer applications in order to demonstrate and check operation
    • Can identify major parts (assemblies, sub-assemblies, and components) and understand their function
    • Can demonstrate in-field basic understanding of most content taught on assigned instrument product lines at the Training Center
    • Knows safety procedures/guidelines for instrument product lines
    • Understanding preventative maintenance and Update procedures for the assigned equipment
    • The ability to complete and assist in the installation of assigned instruments as required
    • General understanding of the principles of electricity, power supplies, and grounding
    • Proficiency in all necessary network applications and tools (including but not limited to eVO, mButler, MS Office applications, Concur, NAM Customer Service website-Engineer Tools)
    • Meet and maintain requirements and responsibilities of company vehicle compliance, i.e. vehicle maintenance, driving requirements, etc.
    Communications/Relationship Competencies:
    • Demonstrate excellence in customer communications
    • Time management
    • General writing skills
    • Interpersonal relationship / teambuilding skills
    Additional individual competencies as required.Experience:
    • CSE 1 Experience: Structured introduction and skill training + up to 2 year experience
    • CSE 2 Experience: 3 year vocational training + 3 to 5 years practical and specialized experience, or specialized qualification needed

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.

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