AlterG is seeking a Field Service Technician within the service and support organization to ensure customer satisfaction through service resolution and training.
The Field Service Technician will be responsible for all tasks surrounding interactions with both internal and external customers, and attending to their technical service needs while always mindful of AlterG?s high standards of quality.
The ideal candidate will have a background in a technical assistance center or call center environment and will understand the importance of high customer satisfaction as well as documenting all customer interactions with the intent of providing actionable items to the next team member, in a clear and consistent delivery.
ESSENTIAL FUNCTIONS
List of essential duties to be performed:
- Train external resources on the installation and service of AlterG products.
- Perform customer installations as needed to a large geographic region (estimate 25% of time)
- Answer inbound calls from customers regarding service and support needs
- Evaluate caller needs, create service cases within database and provide technical assistance
- Ability walk customer through basic troubleshooting while trying to investigate and resolve issues remotely
- Ability to evaluate and if necessary collaborate with other team members to understand and resolve system issues
- Document all customer interactions within database with intent to provide clear and consistent information for service reporting, engineering and management review
- Dispatch technicians for service as required
- Proactively analyze and escalate service trends or issues to management
- Follow up with customers following services to get customer approval before closure of service case
- Receive and/or pursue all incoming documentation from the field and review for technical accuracy
- Monitor open customer cases and assist in moving a service cases to closure with objective toward customer satisfaction
- Assist customer service manager and engineering in creating a knowledgebase within the company database
- Assist in technical support projects as necessary
- Adhere to all company quality standards with continuous improvement mindset
EDUCATION/TRAINING/EXPERIENCE REQUIREMENTS:
- One year certificate from college or technical school; or BA in technical studies or equivalent combination of education and experience
- Able to use automated information systems to analyze the customers situation
- Excellent computer skills including Microsoft Office Products: Excel, Access and Word
- Willingness to take initiative and effect change to improve efficiency of organization
- Detail-oriented with great organizational and problem solving skills
- Ability to manage multiple priorities in a fast paced environment
- Previous experience in medical device industry and ISO13485 is desired
No relocation compensation.
Travel required: 50% +
Compensation: Base salary including health, dental, vision and 401K.
The Field Service Technician reports to the Customer Service Manager. Click here to download the full job description.
Please send your resume in Word or PDF format to hr@alter-g.com. If your experience is a good match for our job requirements, we'll contact you directly
