Background Investigation, Customer Satisfaction, Customer Support/Service, Documentation, Electronic Engineering, Intellectual Property (IP), Mechanical Engineering, On Site Support, Operational Audit, Operations Processes, Process Analysis, Software Sales, Technical Support, Time Management
The Field Service Technician is responsible for maintaining a thorough working knowledge of all aspects of the mechanical and electronic functionality of all generations of the ImageTrac scanner. He/She shall maintain availability for dispatches to customer sites based on contracted hours, during and after regular business hours as needed.
Role and Responsibilities
· Maintains thorough knowledge of all ImageTrac mechanical and electronic functions
· Provides effective, timely and competent technical support assistance to customers
· Arrives at customer sites within the contracted response times
· Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)
· Strives to ensure the highest level of customer satisfaction is maintained at all times
· Maintain a working knowledge of SoftTrac, Docnetics and all IBML proprietary software
· Properly follows the call flow for all incident activity
· Ensures that RMA parts are returned in a timely manner and according to current procedures
· Properly tests all work performed to make sure it meets the quality expected of IBML
· Meets all scheduled deadlines
· Be available for dispatches during and after normal business hours as dictated by current contracts
· Analyze customer operational processes for possible opportunities for IBML software sales or services
· Maintain a working knowledge of PCs that are associated with all generations of ibml equipment
· You may be required to submit to criminal/background checks for governmental customer services.
Preferred Skills, Qualifications and Education Requirements
· Associates level degree in electronics and/or mechanical engineering or equivalent work experience