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.
• Receives assignments, contacts customers and coordinate travel arrangements.
• Repairs products at customer sites.
• Troubleshoots complex issues.
• Diagnoses issues and places orders for replacement components/parts.
• Updates case reports and manages returning parts, cases, and expenses.
• Installs AVS products/equipment on ceilings and walls.
• Installs 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.

• 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.
• Must maintain great relationship skills and demonstrate dedication to quality and customer.
• High level of autonomy.
• 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 problems 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 lift up to 50 pounds. Dexterity and Ability to use/manipulate a variety of tools. Ability to travel up to 25% of the time.

Demonstrates expertise in providing post-sales customer support, including installation, troubleshooting, and technical consultation for Elevate Healthcare products. Strong relationship management and problem-solving skills are essential for ensuring customer satisfaction and loyalty.

• Technical Support
• Customer Relationship Management
• Installation and Repair
• Troubleshooting Complex Issues
• Time Management

• Electronics
• Robotics
• Wiring Diagrams
• Calibration Procedures
• Test Procedures
• Computer Networking
• Disassembly and Repair
• AVS Product Installation
• Patient Simulator Installation
• Technical Documentation

• Relationship Skills
• Problem Solving
• Communication
• Autonomy
• Customer Dedication

• Technical Certification in Engineering

• Post Sales Support
• Customer Training
• Preventative Maintenance
• Field Support
• Trade Shows

• Technical Consultation Tools
• Travel Coordination Software
• Expense Management Tools