Department:
Customer Service
Location:
San Francisco Bay Area & Charlotte, NC
AlterG Inc., one of Silicon Valley’s most innovative medical device companies is pioneering partial weight bearing therapy. With leading-edge gravity differential technology, our equipment enables individuals to improve mobility and health, recover from injury and surgery more effectively, overcome medical challenges that limit movement, and enhance physical performance. Our customers include: well known pro sports teams, hospitals, physical therapy, senior care and performance clinics.
AlterG is seeking a Field Service Technician to support our installed base.
Essential Job Functions:
The Field Service Technician will be responsible for installations and service of our rehabilitation treadmill, provide technical training and support to our third-party installation and service partners in the USA. The ideal candidate will have a technical background, mechanical aptitude, enjoy travel and working with people.
- Train external third-party resources on the installation and service of AlterG products
- Perform customer installations in the continental US and Asia.
- Perform service repairs for our growing customer base.
- Provide phone technical support to customers and third-party resources regarding service and support needs
- Document all customer interactions within NetSuite
- Collaborate with team members to understand and resolve system issues
- Dispatch third-party technicians for service as required
- Proactively escalate service trends to management
- Monitor assigned customer cases and track cases to closure to ensure customer satisfaction
- Follow up with customers following services to ensure satisfaction of services provided
- Assist customer service manager in creating a knowledgebase within the company
- Adhere to all company quality standards with continuous improvement mindset
Education/Training/Experience Requirements:
College degree with technical focus, or equivalent combination of education and experience as a service technician.
- 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
Position requires 60%-75% travel
Two locations: SF Bay Area & Charlotte, NC
To apply for this position, please email your cover letter and resume to: davet@alter-g.com
Compensation: DOE, including health, dental, vision, 401K and stock options.
