Equipment Service Technician - Wilmington, NC

JOB OVERVIEW

This position is responsible for supporting and working in conjunction with the District Manager, Operations & Sales Support teams and Equipment Sales teams to deliver a superior customer experience by planning and project managing the installation of capital equipment. Key performance elements include overall internal and external coordination and communication delivering high quality and efficient installations and achieving overall internal and external customer satisfaction.

In conjunction with the District Manager, responsible for the overall project management and installation of capital equipment for our customers from beginning to completion:

• Participate in Equipment Planning Meetings (EPM) to provide updates to the team on project progress and solutions to issues that arise.
• Update the Primary Project Management Software (Trello) which includes taking project notes and pictures to ensure the system is current and contains the information required for an installation.
• Responsible for all documentation relevant to installation checklist or delegate to appropriate TSM.
• Assist in selection of installation teams per project and manage the project timeline.
• Serve as the primary point of contact for designated large capital equipment installations; meet with the sales representative and contractor at initial project and job site meetings; and monitors progress through all stages of job completion.
• Obtain and review all plans and spec sheet information and provides direction to tradesman.
• Review all equipment orders to ensure accuracy of required accessories.
• Determine project job site readiness prior to HSD installation.
• Assist in coordinating equipment delivery details which includes but is not limited to: ensuring the construction site is ready; communication with all 3PLs; and ensures each delivery is correct.
• Attends project kick-off and go live date meetings and events.
• Acts as primary contact with contractors and suppliers as it relates to the build-out and installation projects.
• Communicate with customer and District Manager on the installation progress. Escalate issues to District Manager as required.
• Owns the overall project punch list to completion; accuracy in proper completion of job notes in Trello.
• Review with customer the proper use and care of equipment, which includes walk-through of installation guides when appropriate and coordinates initial third-party training when required.
• Coordinates Disconnect/Reconnect assessment to determine man hours and need for additional trades for projects.
• Responsible for required backing requirements, local building codes, and available as a backup to Equipment Specialist (ES) for Shielding Plan Site Spec when needed
• Assist District Manager in risk management claims or other installation issues.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

• Provide job site leadership, oversite, and accountability for project completion as scheduled per construction plan.
• Provide coaching and guidance and constructive feedback to HSD team with respect to the installation process.
• Communicate with ES and DM on any findings that can impair our ability to perform the job as planned.
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that follows all Company policies and procedures including Worldwide Business Standards.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

• Ability to lead installations
• Excellent Leadership skills
• Strong organizational skills
• Intermediate troubleshooting skills
• Proven ability to work with confidential information
• Ability to present preventative maintenance to customers
• Independent self-starter
• Intermediate computer skills
• Understanding and ability to explain HSD specific dental plans
• General understanding of the trades (plumbing, electrical, construction, etc.)
• Interpersonal/ communication skills
• Proven ability to administer on time and accurately (work orders, FSRs, concur, e-time, RMA's, 2579 reporting, etc.)
• Firm understanding of all company policies and local government regulations

• Basic understanding of industry practices
• Excellent time management skills and the ability to prioritize work
• Ability to set clear team goals, delegate tasks and set deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arranges activities
• Excellent interpersonal communication skills
• Excellent written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Good analysis and problem solving skills
• Oversee multiple…