Customer Service Technician

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Full Time Champaign, IL, US

19 days ago Requisition

CUSTOMER SERVICE TECHNICIAN

Position Overview

The Customer Service Technician plays an important role in Elevate Healthcare’s mission to make the world safer, healthier, and more productive by empowering professionals across public safety, healthcare, and beyond to deliver CPR confidently in the moments that matter. As one of the largest providers of healthcare simulation, Elevate is well positioned to accelerate growth through expansion into the CPR training market with a first-to-market solution.

Developed in partnership with the American Red Cross, this groundbreaking trainer presents a unique opportunity for a driven sales professional to champion an innovative product, and drive adoption among existing and new Elevate customers.

Location :
Champaign IL

JOB PURPOSE SUMMARY:

The Customer Service Technician provides post sales customer support services such as installation, preventative maintenance, customer training, on-line support or technical consultation as required to ensure customer purchased Elevate Healthcare products meet performance and operation standards and customer expectations in efforts to achieve/improve customer loyalty to Elevate Healthcare. The Customer Service Technician must possess a high level of technical troubleshooting skills and the ability to make decisions regarding repairing and servicing customer equipment.

The position requires excellent customer service skills and the ability to communicate effectively, both in writing and verbally, with customers regarding services performed. The position also requires strong time management skills. The Customer Service Technician is typically based in the field and travels to assigned locations.

Key Responsibilities

• Customer Service Technicians based in the field must expect to travel for job assignments 25% of the time (overnight).
• Receives assignments, contacts customers and coordinate travel arrangements.
• Repairs products at customer sites.
• Diagnoses issues and places orders for replacement components/parts.
• Troubleshoots to assembly level as necessary and replaces with reworked parts from the factory as available.
• Updates case reports and manages returning parts, cases, and expenses.
• Installs AVS products/equipment on ceilings and walls.
• Install patient simulators at customers’ locations.
• Maintains consistent communication with customers and builds strong relationships.
• Supports trade shows and demos as requested.
• Manages expense reports in a timely manner.
• Other duties may be assigned

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The Customer Service Technician must have the following skills:

• Must maintain great relationship skills and demonstrate the following competencies:
  • Dedication to quality and customer.
  • High level of autonomy.
  • Great oral and written communication skills.
  • Ability to interact well with people at different levels.
  • Ability to handle complaints and provide solutions for difficult situations.
  • Ability to plan and arrange travel and site activities.
  • Ability to instruct and provide orientations.
  • Ability to manage time, complete required documentation and close cases.
  • Ability to provide technical support through the phone.
• Ability to comprehend and follow programing, knowledge of calibration and test procedures.
• Ability to read wiring diagrams and schematics.
• Ability to utilize concepts of electricity and fluids.
• Ability to utilize concepts of computer networking.
• Ability to observe symptoms and develop strategies to narrow problem to root cause.
• Ability to disassemble and repair complex assemblies.

Physical Requirements:

• Ability to sit/stand for long periods of time.
• Ability to climb ladders for installations.
• Ability to…