Field Customer Service Technician - Lenexa, United States - InfuSystem

Description

** Field Customer Service Technician - Lenexa, Kansas**

**Job Category****:** Operations **Requisition Number****:** BIOME01133 Showing 1 location **Job Details**

**Description**

InfuSystem is a growing healthcare service provider, specializing in medical devices and related products and services for patients in hospitals, clinics, ambulatory surgery centers, and other major service centers. We provide direct payer rentals, pump and consumable sales, and biomedical services and repair, serving all 50 states and Canada. Headquartered in Rochester Hills, Michigan, we have Centers of Excellence in Kansas, California, Massachusetts, and Ontario, Canada.

As a leader in our field, our mission is to provide quality infusion services to patients and medical practices, including a 24?hour clinical support hotline. Our team effort provides product management and clinical support to enhance the lives of our patients and the communities we serve. Service is always our highest priority; keeping the patients health & safety at the center of everything we do.

**SUMMARY:**

The Field Customer Service Technician will be required to travel to customer sites to test and evaluate medical equipment. A majority of your time will be spent on your feet navigating the customers facility. This position requires strong customer service skills to negotiate and work with hospital staff to locate devices and perform preventative maintenance on the products. Medical device experience and electronics familiarity is preferred, but not required, we will provide training on maintenance and repairs of the devices. You must be willing to travel anywhere within the United States for 2-6 weeks continuously, including weekends.

The Field Customer Service Technician is also responsible for performing physical inventory, installing tracking devices and beacons, testing, evaluating, and performing preventative maintenance on medical equipment at the customers facility. They will accurately document service actions in a digital work order and demonstrate our customer is 1st culture by taking ownership, doing the right thing, and problem solving.

**IN THIS ROLE, THE IDEAL CANDIDATE WILL:**

Manage all aspects of daily servicing of medical equipment.

Be able to travel to customer facilities and remain in the local area for extended periods of time, usually 2-6 weeks at a time.

When not assigned to work at a customers facility, the technician will be expected to report to the nearest depot for work and/or take planned time off.

Plan daily activities while at the customer site to locate and test devices within agreed upon time frames.

Manage workflow to ensure the most efficient processing of medical devices.

Track project completion statistics against contracted inventory to ensure project completes within the project schedule.

Follow all customer protocols and policies while at the customers facility.

Plan out and install tracking beacons throughout customer facility to ensure full coverage.

Always be presentable and approach customer employees in a polite and respectful manner.

Work with customer employees to locate devices efficiently and quickly throughout their facility.

Providing the most cost effective and timely servicing of medical devices to meet all customer needs.

Documenting essential details of service actions and observations of pump conditions and operations. This crucial process will allow people to understand the history of a device and provide the customer with more beneficial information.

Accurately follow established process and procedures to diagnosis, test and recertify devices.

Complete routine maintenance on a limited range of device models.

Accurately entering work orders with correct parts, labor, equipment info and performance results into the Service Information System.

Perform evaluations and/or estimations on the devices.

Remain current and knowledgeable on all areas of processes and procedures

Remain flexible, open and eager to learn from fellow employees to best meet and exceed the customers expectations at all times.

COVID Vaccination may be required based on site specific guidelines

Performs other related duties as required.

**SUPERVISORY RESPONSIBILITIES:**

This position has no supervisory responsibilities but is expected to perform in an autonomous role that involves decision making and solid judgement.

**THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:**

Troubleshooting and repair in electronic or mechanical devices experience and/or training is preferred, but not required

Exceptional verbal and communication skills as well as strong organizational skills

High School diploma or GED required; some college education preferred

Knowledge of Microsoft Office Suite to include word, excel and outlook.

Ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

Ability to add, subtract, and match numbers.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

**PERSONAL AND PROFESSIONAL ATTRIBUTES:**

The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

Strong **work ethic**

Sound **judgment**

Proven written and verbal **communication** skills

Natural **curiosity** to pursue issues and increase expertise

Pursue and design **innovative** analytical performance metrics

The **courage** to promote and defend ideas and analyses

**Passionate** about InfuSystem and serving customers and patients

Strives to make an **impact** on improving our business processes and results

Exemplary **honesty and integrity**

Ability to collaborate effectively and work **selflessly** as part of a team

**PHYSICAL DEMANDS:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

**WORK ENVIRONMENT:**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat. The noise level in the work environment is usually moderate.

**COMPREHENSIVE BENEFIT PACKAGE:**

At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work

Health plan options that include an employer contribution

Health Savings Account (HSA)

Health