Field Service Technician (264602-560)

The Field Service Technician will provide on-site customer service on Smith & Nephew Endoscopy and AV equipment in the hospital and surgical center environment. Primary responsibilities include supporting customers by way of troubleshooting, repair and preventive maintenance. Secondary responsibilities include supporting the field with new equipment installations, demo inventory setup and customer in-service.
1. Delivering services to US customers within a defined territory.
- Troubleshooting and repair of endoscopic and AV equipment. Diagnose problems and options for resolution. Liase with in-house technical staff to aide in customer fault resolution. If problem cannot be resolved on-site, arrange for product to be replaced per customer entitlement level. For time and materials customers, notify customer of appropriate rectifying action and associated cost.
- Preventative Maintenance. Schedule and perform preventative maintenance visits with customer according to service agreement requirements. Perform functional and safety tests according to the service check list. As necessary, conduct basic operation, care and maintenance training to clinical staff.
- Communicate and coordinate repair activities with Andover based Customer Service and Warsaw based technical staff to deliver efficient and seamless service to the customer.
- Prepare and maintain accurate service records/ transactions of work performed.
- Promote service agreements to customers under warranty and time and materials.
- Represent the Company in a service role and take responsibility for customer satisfaction within area of responsibility. Increase customer loyalty by professionally communicating with customers and always notifying customers when coming on-site and what work was performed. Respond to customer requests promptly and be on-site within entitled response time.

2. Supporting the territory sales team to enable more selling time for sales reps.
- Install new Endoscopy equipment and perform functional/ safety tests according to specifications. As necessary, conduct basic operation, care and maintenance training to clinical staff. May also assist with installation of Digital OR- audio visual equipment.
- Assist sales team with in-service of equipment at customer sites.
- As required, recommend, develop and document field business processes.


Required Skills:

> Two year technical degree or equivalent in electrical-mechanical or audio-visual fields.
> At least 3 years experience as a service/support technician resolving equipment issues. Excellent technical troubleshooting/repair skills for electromechanical and AV equipment. Audio/visual experience desirable.
> Strong customer service skills including strong verbal, written and interpersonal communication.
> Self Motivated. Must have ability to work independently and with little supervision.
> Experience working in hospital and surgical center environment preferred.
> Ability to work flexible hours and may require some evening hours.
> Ability to lift 60 lbs. Valid driver’s license required.
> Ability to travel in defined territory up to 15%.

Please apply online directly at:

http://hostedjobs.openhire.com/epostings/jobs/submit.cfm?fuseaction=dspjob&jobid=264602&company_id=15560&jobboardid=24