Technical Field Specialist I superDimension

Department or Division: Technical Service
Reports to: Technical Service Manager
Summary Statement

Responsible for supporting customers and sales force in technical issues with all superDimension systems. Performs installation, service, and support in a technical capacity to the external customers. Supports sales department with demo systems, technical questions and product improvement. Reviews, improvess and maintains technical documents for continued quality in the Service Department. Operates within a group service budget. Contributes to revenue objectives through the sale of service and warranties.

Position Responsibilities

Perform system installation for customers.
Service systems in an efficient, effective, and timely fashion, including high rate of first visit service success.
Perform system preventative maintenance (PM) service to paying customers.
Performs administrative duties to include service reports, contracts, quotes, and special reports.
Drive purchase orders (PO) for PM Service and Extended Warranties.
Support customer system use with on-site or phone troubleshooting.
Acts as a technical consultant for developing and nurturing customer relations, liaison between superDimension and the customer.
Anticipates, plans, schedules, educates and fulfills customer requirements in a timely manner.
Provides technical support and assistance to sales, other service territories and corporate as needed.
Improve processes using field experience and customer feedback through document or process changes. Share information among the Service Department.
Aid in maintaining a customer database by keeping direct customer contact information up to date.

Qualifications

Basic Qualifications and Experience:

Strong written and oral communication skills
Knowledgeable in Microsoft systems and applications, including word processing, spreadsheets, some programming experience a plus. General computer knowledge and networking experience is required.
Detail-oriented and organized. Quick learner and an ability to adapt to situations while at a customers site.
Willingness to travel greater than 75 of the time and work unconventional hours.
Work effectively from a home office environment.

Desired/Preferred Qualifications:

At least 2 years of customer service experience.
Experience with travel, booking travel and making changes to travel arrangements
Experience or training in a medical setting, experienced in interaction with medical staff.
Insight into the medical environment (terminology, procedures, instruments).
Hands on person with an aptitude for repair.
Analytical skills in error handling of multi-disciplinary systems under field pressure.
Ability to interact with a wide variety of personalities and methodologies of a diverse sales group.

Physical Requirements:

Must be able to lift 70 lbs
Be able to frequently travel within territory
Must hold a valid drivers license
Must provide 150 square ft. of home for shop/office space

Education

Bachelors degree in a technical field with 1-3 years experience in the medical device field service; or experience greater than 3 years of medical device field service or support.
Familiarity and understanding of multi-disciplinary systems (SW, HW, Mechanics & Algorithms).

Location:	Chicago, IL United States