Field Service Technician

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Job Type

Full-time

Description

Job Description

As a regional field service technician, you will be the primary technician lead responsible for the installation, maintenance, and repair of printing hardware across our network of health centers. This role is critical to the health care operations, ensuring that patient labels, medical records, and prescription printers remain fully operational to support high quality patient care. The technician will perform on-site technical diagnostics, break fix repairs, installations and customer phone support for decision point customers, manage customer relationships, service territory and properly maintain records for all service parts. You will complete field reports for service calls and ensure a smooth transition between repairs. The service technician performs basic installation of standalone and network devices, manages open RMA's to ensure complete product life cycles and applies preventative maintenance measures for all equipment to ensure the availability of service stock. The service technician will utilize schematics, manuals and other specific specifications to determine repair procedures.

• Diagnose, troubleshoot, and repair various printing hardware including laser, thermal, and multifunction devices directly at healthcare facilities.
• Execute scheduled maintenance routines to minimize downtime and extend the life cycle of regional equipment.
• Create field service reports for work performed at customer sites.
• Answer service repair calls from vendors and DPT customers.
• Access, view and update the inventory system to receive and return parts for internal repair or to the appropriate vendor for repair.
• Maintain inventory integrity so all parts are properly accounted for in the inventory system.
• Maintain an accurate record of time spent on site and parts used in repair of each piece of equipment according to current procedures.
• Manage all open RMA's to ensure products are returned and RMA's are completed.
• Document repair procedures for future reference.
• Consult with other field technicians and engineers to resolve any problems in system operation and maintenance.
• Advised management regarding customer satisfaction, product performance, and suggestions for product improvements.
• Maintain effective professional relationships with vendors, management, customers and coworkers.
• Follow established procedures for transferring and receiving equipment.
• Work and communicate well with other local and remote team members manage a daily schedule of service calls across the assigned region, ensuring timely arrivals and efficient resolution of issues.
• All other duties as assigned by the supervisor, the requirements below are representative of the education.

Requirements

Experience

• Minimum of 2-3 years in the field service repair, specifically handling mechanical and electronic hardware
• Proven ability to manage a high volume of service tickets independently while maintaining an organized toolkit and parts inventory.
• Excellent customer service and communication skills.
• Possess strong problem-solving skills.
• Proficient computer skills in Microsoft Word, Excel and Outlook.
• Exceptional attention to detail regarding data entry and service report.
• Good writing, interpersonal and communication skills.
• The ability to work with minimal supervision a must.
• Display effective time management skills climb steps or ladders to reach products .
• Must possess a reliable vehicle and a valid driver's license for daily travel to multiple sites within the region.
• Specialized knowledge of zebra thermal printers commonly used for patient wristbands and specimen labeling is a significant advantage.
• Prior experience working within critical or hospital environments clinical or hospital environments including knowledge of HIPAA or sterile area protocols.

Physical Requirements

Ability to lift 50 lbs, which includes printers, favorite trays, and toolkits. Frequent bending, kneeling, and standing while performing repairs, willingness to travel up to 90% of the time within the designated area.

Benefits

Eligible employees may participate in a comprehensive benefits program that includes medical, dental, and vision coverage, 401(k) with company match, paid time off, company-paid holidays, and short- and long-term disability coverage.

Equal Employment Opportunity Statement

DecisionPoint Technologies is an equal opportunity employer. All employment decisions are made without regard to any status protected by applicable federal, state, or local laws.