Customer Service Technician - Fitchburg, United States - Image Diagnostics Inc.
3 weeks ago
Description
Job Summary:
Responsibilities:
- 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 3 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
- Other duties as assigned by management
Qualifications:
Required:
- 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
- In person required
- Standard work hours are 85pm
Preferred:
- 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
Pay:
From $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Inperson
Work Location:
In person
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