Customer Service Engineer - Fitchburg, United States - Image Diagnostics Inc.

Description

• Devises and designs field service upgrades, methodologies and processes
• Designs solutions to assist engineering continuous improvement efforts by identifying recuring trends, frustrations, and failure modes within service and support
• Maintains a guiding and collected composure to deescalate customers throughout the call process
• Document call history, complaints, and service per company guidelines
• Maintains records and updates field service reports and customer complaint records
• Logistically coordinates and supports external and internal field service personal on service and repairs during technical service calls
• Actively monitors, supports, and expands national 3rd party service personal network.
• Maintains and develops service inventory, procedures and processes to ensure efficient customer support and resolution
• Identifies and supports continuous improvement efforts
• Closely collaborates with engineering and leads efforts to develop product lifecycle support and solutions
• Travel locally to assist with customer service
• Perform all work in accordance with quality standards and established safety procedures
• Maintain a clean and organized work area
• Willingness to be flexible with daily routine as warranted by customer's needs
• Must be able to work independently and as a team
• Serves as the technical expert and resource on service activities
• Other duties as assigned by management

• Strong Technical inclination and demonstratable problem solving
• Capability to lift and maneuver subassemblies and components up to 80 lbs.
• Strong attention to detail, listening and organizational skills
• HS diploma or GED required
• Excellent communication skills; verbal and written
• Ability to read schematics/blueprints
• 1+ years SolidWorks experience
• In person required
• Standard work hours are 85pm

• Technical College degree
• 15 years customer service experience
• Medical device or other regulated industry experience
• ERP Software experience
• Global Shop Solutions Software
• Mechanical and electrical appliance troubleshooting experience
• Electromechanical knowledge

• 401(k)
• 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

• Monday to Friday

• Inperson