Technical Support Specialist

4 weeks ago


Grand Rapids, Michigan, United States Skytron LLC Full time
Job Title: Technical Support Specialist

At Skytron LLC, we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for diagnosing and resolving equipment issues for external healthcare customers through remote technical support and troubleshooting.

Key Responsibilities:

  • Diagnose and resolve equipment issues for external healthcare customers
  • Serve as a resource and content expert for technical support inquiries concerning Sterile Processing and Clinical Business Intelligence systems and equipment
  • Give customer needs a sense of urgency, working to independently identify and resolve customer issues; escalating where necessary
  • Assist with product training and development of course materials for Sterile Processing and Clinical Business Intelligence equipment, as assigned
  • Maintain factory certification and proficiency on all servicing product lines
  • Maintain accurate documentation within the technical support ticketing system, according to work instructions, best practices, industry standards, and requirements
  • Participate in 24-hour on-call technical support rotation, for resolution of urgent customer issues that arise outside normal business hours

Requirements:

  • Capably handle required administrative functions
  • Verify work to ensure accurate results, requiring minimal rework
  • Follow work instructions, procedures, safety guidelines, and company policies
  • Give customer needs priority, responding quickly to concerns and demonstrating a desire to assist others
  • Meet productivity standards
  • Be detail-oriented and possess the ability to multi-task, work under pressure, and meet deadlines
  • Listen to others, expressing ideas with tact and clarity
  • Be internally motivated and work well with minimal supervision
  • Devise workable solutions or consult with secondary resources to devise solutions
  • Have a high school diploma or GED. An Associate's degree in electronics or an equivalent combination of education and experience in the electronics industry is strongly preferred
  • Possess 3-5 years of related experience and demonstrated success working in operating room environments, combined with prior technical job-related experience (strongly preferred)
  • Have a firm understanding and application of hydraulic, mechanical, electrical theory, and AC/DC electrical systems in order to diagnose and repair equipment; including knowledge and use of necessary tools and test equipment
  • Possess the ability to read and interpret schematics and site drawings without assistance
  • Have the ability and willingness to be flexible with work hours and overtime hours, including events and weekends, as needed
  • Possess exceptional communication skills, both verbally and in writing
  • Be strongly proficient in Microsoft Office including Word, Excel, and PowerPoint


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