CUSTOMER SERVICE TECHNICIAN

About the role

The 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.

Responsibilities

• Receives assignments, contacts customers and coordinate travel arrangements.
• Repairs products at customer sites.
• Troubleshoot complex issues.
• 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 tradeshows and demos as requested.
• Manages expense reports in a timely manner.

Qualifications

• Maintain 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.

Key Personal Attributes

• 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.