National Service Technician

Belimed AG is a leading supplier of medical and surgical instrument sterilization, disinfection, cleaning products and services. With headquarters in Zug, Switzerland, we have offices in 9 countries and are represented in over 80 countries through a strong network of distributors. We look back on more than 50 years of history, continually evolving our technology-driven portfolio of high-quality products and services. As Engineers of confidence, we build trust and value for our customers, empowering them to advance medical care and protect the lives of patients and medical personnel.

About the role

In this key role as National Service Technician, you will complete equipment installations, repairs, and preventive maintenance in accordance with Belimed specifications. You will work with customer contacts, project management, local service teams, and leadership to ensure our customers have a great experience with Belimed equipment. This includes ensuring systems are installed correctly and scheduled maintenance and repairs are performed on time with high quality. You will also provide first-line technical support via phone, troubleshooting and resolving customer problems using specialized infection control knowledge and available resources.

This position interacts with all levels of the organization, including Field Service Technicians, Belimed Technical Product Managers, Engineering, Inventory Control, and Supply Chain.

Responsibilities

• Perform unit installations, repairs, and preventive maintenance working independently with little or no supervision or direction.
• Provide progress reports, communicate, and escalate issues to the customer, Customer Service Manager, Regional Director, Project Manager, and Account Executives when necessary.
• Ensure customer satisfaction with product installation, repairs, and preventive maintenance.
• Provide guidance to customers regarding installation variances from specification.
• Attend construction meetings with customers or contractors (when necessary) to discuss utilities/space requirements and establish installation timeframes.
• Ensure the installation site is clean and prepared for turnover, achieving complete customer satisfaction.
• Perform installation of all Belimed products, including un-crating, setting products in place, leveling, connecting utilities to the system, and testing/SAT.
• Complete all required service documentation associated with installation activity, start-up testing, and the Operational Qualification checklist.
• Maintain accurate records in SAP/FSM for all work performed. Close out installation and preventive maintenance documentation by completing total labor and travel hours applied to the work order.
• Complete installation and preventive maintenance documentation to appropriately document activities, including follow-up actions required.
• Participate in customer/contractor safety orientation training, ensuring required PPE is used and implementing preventative safety practices.
• Abide by all Belimed and customer health & safety protocols and procedures.
• Provide customers’ support team with initial engineering in-service.
• Maintain professionalism in both appearance and behavior at all times at customer sites.
• Follow customer policies and requirements while performing all installation activities.
• Troubleshoot, analyze, prioritize, and resolve and/or facilitate resolutions for all problems dealing with in-use equipment.
• Log all reported quality issues in the appropriate database and communicate relevant resolutions back to the field.
• Dispatch any non-resolved technical issues to field service for onsite resolution.
• Provide moderate to high-level technical support to field service technicians and customer technicians.
• Maintain data integrity in all aspects of customer contact, from initial contact through service support, billing, quality collection, and case closure.
• Demonstrate superior customer service skills by maintaining a positive, caring, can-do attitude and providing timely updates.
• Respond to daily customer phone contact to resolve technical, part identification, and procurement problems.

Requirements

• Associate degree or equivalent related work experience.
• 3–5 years of Technical Support or Customer Service experience.
• Experience in interpretation and modification of blueprints, technical literature/drawings, and C.A.D. drawings.
• Capital equipment installation experience preferred.
• Experience troubleshooting steam, water, and pneumatic process control and PLC systems.
• Experience working in the Biotech/GMP field is preferred.
• Experience using power/air tools; OSHA 30 Certification in Construction Safety is preferred but not required.
• Demonstrated proficiency in technical and customer-facing situations.
• Ability to successfully interact with both non-technical customers and technical support staff at customer organizations.
• Excellent written and verbal communication skills.
• Fluent in standard business software programs.
• Independent, self-motivated, and success-driven, yet willing to work within a team environment.
• Able to prioritize own workload under pressure.
• Excellent customer service skills.
• Position requires lifting (up to 50 lbs.), bending, squatting, sitting, standing, and twisting.
• Must travel to customer sites, including laboratories, pharmaceutical production facilities, and animal research centers, often in a construction environment.
• Ability to work nights, weekends, and holidays as business needs dictate.
• Ability to support a rotating on-call schedule and provide emergency services, 24/7/365.
• Must be able to travel overnight, with up to 100% travel away from home.

Benefits

Use your professional expertise to help us protect the lives of patients and medical personnel. Join our ambitious team and share our strong customer orientation and sense of urgency. We offer varied work in a hands-on, international environment with a strong, value-based company culture and fair, performance-related compensation. Our culture of empowerment and accountability provides easy access to key decision-makers and enables you to make a real impact.