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Customer Support Engineer

2 months ago

Logan, Utah, United States ELITechGroup Full time
Position Overview

The role involves providing direct support to customers of ELITechGroup.

Key Responsibilities

To excel in this position, the individual must effectively manage the following duties:

- **Maintenance and Repair**: Clean, repair, and refurbish instruments sent for service, exchange, or lease.

- **Customer Assistance**: Offer product service and operational support to both customers and distributors.

- **Product Operation**: Ensure ELITechGroup products function correctly at customer locations.

- **Installation and Training**: Install instruments on-site and deliver application/service training to users.

- **Service Management**: Complete service calls as per the service plan; troubleshoot issues, coordinate schedules, prepare documentation, and identify cost-effective solutions.

- **Inventory Management**: Determine necessary trunk stock parts by maintaining an effective inventory of repair components.

- **Parts Processing**: Manage the return or disposal of defective parts efficiently.

- **Communication**: Liaise with the Sales and Marketing team regarding customer feedback, product issues, status changes, and competitive insights to mitigate future concerns.

- **Time Management**: Utilize effective time and territorial management techniques to organize economical travel plans.

- **Availability**: Provide extended hour coverage and be prepared to travel outside normal working hours when necessary.

- **Reporting**: Submit required reports and documentation promptly.

- **Service Promotion**: Advocate for service agreements to customers.

- **Professionalism**: Maintain a positive and professional demeanor when interacting with customers.

- **Additional Duties**: Perform other responsibilities as assigned.

Qualifications

Applicants should hold an associate's degree in electronics or a related field, accompanied by five or more years of experience in field service, or an equivalent combination of education and experience.

Work Environment

This position requires frequent travel, with the expectation of being on-site when not traveling.