JOB SUMMARY:
To provide field-based technical support for the service and maintenance needs of the SMS product line. This will include support for reactive service calls, planned maintenance activities, field based system upgrades and/or enhancements, and assistance with local sales and marketing activities in the assigned territory. A major goal of this position is to ensure that customer satisfactions levels are maintained at the highest level possible. This position reports to the Area Service Manager for the territory and will have frequent interactions with the National Service Business Manager. Additionally, frequent interactions with the Dealer network, direct service personnel and customers will be required.
ESSENTIAL DUTIES & RESPONSIBILITIES include the following:
· Perform preventative maintenance, service, and repair on SMS imaging products based on training and experience.
· Perform the installation of products and lead or coordinate installation activities with required service personnel.
· Diagnose and resolve networking problems, close calls, return inventory, provide FCO and PM documentation, etc. in a timely manner.
• Maintain excellent customer relationships through effective customer service, timely and efficient installations, service, and maintenance.
• Maintaining daily communication with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
· Aide and support the Company’s business through the overall promotion of the company and it products.
· Submit administrative paperwork such as travel expenses, mileage expenses, overtime schedules and other forms as required in a timely fashion.
· Perform other duties, with limited assistance, as assigned by the Area Service Manager
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION/EXPERIENCE:
Associate degree in Electronics Technology or a related discipline is required, plus at least five years’ experience as an x-ray field service technician or engineer. Ability to read and understand electrical diagrams and schematics is a required. Ability to read and understand mechanical assembly instructions is required. Computer skills including Word, Excel and others that are pertinent to the position are required. PC/Laptop skills are required.
LANGUAGE SKILLS:
Individuals must have the ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write short correspondence, send and receive communications via e-mail. Must be able to effectively communicate with internal staff and others in person, via phone or e-mail. Excellent inter-personal skills and written/oral skills are required. ·
MATHEMATICAL SKILLS:
Basic math skills are required including the ability to add, subtract, multiply, and divide in all common units of measure, using whole numbers, common fractions, and decimals, trigonometry, and geometry. Must be able to convert these skills for use on the computer.
REASONING ABILITY:
Must have the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the ability to generate work schedules to effectively complete all assigned tasks in a timely manner to meet schedules.
PHYSICAL DEMANDS:
Moderate physical demands for this position with under 50% standing and bending is required. Proper use of ergonomic computer accessories may lessen hand and wrist problems related to computer use.
WORK ENVIRONMENT:
The noise level in this work area is generally minimal
