Customer Service Technician

CUSTOMER SERVICE TECHNICIAN

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Full Time IL, US

6 days ago Requisition

Location:
Champaign IL

Job Purpose

Summary:

The Customer Service Technician provides post sales customer support services such as installation, preventative maintenance, customer training, online 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.

• 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.

The Customer Service Technician must have the following skills:

• 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 programming, 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.

• Ability to sit/stand for long periods of time.
• Ability to climb ladders for installations.
• Ability to lift up to 50 pounds.
• Dexterity and ability to use/manipulate a variety of tools.
• Ability to travel up to 25% of the time.

• Associate degree or technical certification in engineering (electronics or robotics) or related technical experience of at least 5 years, including 3 years supporting clients in the field or by phone.

• Mission driven and passionate about making the world safer, healthier, and more productive.
• Intellectually curious, with a strong learning agility and the ability to leverage and adapt business intelligence tools to accelerate growth.
• Highly motivated hunter with a strong competitive drive; thrives in an autonomous environment and consistently engages with prospective customers.
• Results oriented. Has poise, grit and perseverance under pressure.
• Excellent interpersonal, verbal, and written communication skills.
• Conducts themselves with professionalism and humility. Succeeds through positive relationships and influence.
• Unquestioned ethics, integrity, intellectual honesty, and sound judgment.

Elevate is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.