PURPOSE
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. The Field Service Technician 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
ADDITIONAL NOTES