Job Description

*This role is field based, and candidate must reside in the Los Angeles vicinity*

This position is responsible for on-site service of company products in an assigned geographic territory and may be required to provide backup in other territories. Provides routine technical support to customers on operational or maintenance aspects of system equipment. Performs onsite or in-house repair, maintenance, installation of company products to ensure product performance meets specifications.

Follows standard practices and procedures in analyzing situations to diagnose mechanical, hardware, software and system failure. Determines most cost-effective repair/resolution to minimize customer downtime. Documents all activity in a manner compliant with company’s quality procedures.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Following standard practice and procedures installs, maintains, and repairs company products to ensure products perform to specifications.
• Provides routine technical support to existing customers, including operator troubleshooting and maintenance training as needed. May provide telephone support to customers as required.
• Performs preventative maintenance, and schedules authorized modifications as described in Technical Service Bulletins and per department policy.
• Responsible for ensuring and maximizing customer satisfaction with company equipment and related products. Promotes effective, positive, and productive communication among team to ensure and maximize satisfaction of customer base. Manages customer accounts at a level that promotes goodwill, confidence and credibility in order to exceed customer expectations for products, service, and support quality.
• Identifies revenue generating and cost saving opportunities, enforces Sebia service agreement policy, and seeks out opportunities to market service contracts to existing customers.
• Identifies customer dissatisfaction, excessive downtime or unresolved service issues and escalates to supervisor for action.
• Maintains expenses within departmental guidelines and controls inventory and all company property.
• Determines when instrument service issues require a formal inquiry; escalation, or assist in the investigation of inquiries as directed

EDUCATION and/or EXPERIENCE:

• Requires an Associates or Bachelor of Science degree or related field or high school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
• Requires basic knowledge of troubleshooting electronics and electro-mechanical systems.
• Requires ability to work after hours, provide weekend and holiday support on a rotated basis within an assigned territory and/or geographic region and be on call.
• Requires good written/verbal communication skills.
• Requires customer-focus resolving critical, complex instrument problems in high-stress situations.
• Requires ability to work collaboratively with colleagues and staff to create a results-driven, team-oriented environment.
• Requires effective customer service skills which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
• Requires ability to work collaboratively with colleagues and staff to create a results-driven, team-oriented environment.
• Adheres to the highest ethical standards.

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