Job description
Req Code
3673
Location
Abilene, TX
Full Time
Yes
Duties
As a Field Service Technician, you are part of our services support team and your passion for providing exceptional customer service contributes to our world class high level of customer satisfaction. Acting as a first line response to customers on-site in your assigned territory you will communicate in an open, helpful, and engaging manner with your focus being finding the right solution with each customer and meeting our 10-day repair turnaround time, meeting compliance deadlines.
Working from home, servicing our customers in CT and Eastern MA. You will be responsible for traveling to customer sites to perform a variety of services including verification, preventative maintenance, repair, and installation, on a wide range of Heath’s products. You will be provided with a company vehicle, appropriate tools/equipment, including a laptop computer, and the assurance that you have the support of well-established service operation.
You will connect with our customers to address questions and resolve various problems on-site (some uncommon), knowing when and who to turn to for support. You will organize, triage customer issues, and even handle some problems before they start. No matter the situation, your formal training (provided through Heath Consultants Incorporated) will allow you to provide customers what they need when they need it. Additionally, you will always be on the lookout for preventative measures you can take, escalate issues, and serve as an ambassador for Heath Consultants Incorporated. Your goal is to keep our customers completely assured and satisfied through your technical expertise and consistent and constant communication.
Responding to customer installation, maintenance, and service calls promptly and effectively
Working from home, servicing our customers in CT and Eastern MA. You will be responsible for traveling to customer sites to perform a variety of services including verification, preventative maintenance, repair, and installation, on a wide range of Heath’s products. You will be provided with a company vehicle, appropriate tools/equipment, including a laptop computer, and the assurance that you have the support of well-established service operation.
You will connect with our customers to address questions and resolve various problems on-site (some uncommon), knowing when and who to turn to for support. You will organize, triage customer issues, and even handle some problems before they start. No matter the situation, your formal training (provided through Heath Consultants Incorporated) will allow you to provide customers what they need when they need it. Additionally, you will always be on the lookout for preventative measures you can take, escalate issues, and serve as an ambassador for Heath Consultants Incorporated. Your goal is to keep our customers completely assured and satisfied through your technical expertise and consistent and constant communication.
Responding to customer installation, maintenance, and service calls promptly and effectively
Capturing customer information to complete invoicing
Inform the Factory Service Manager of problems occurring during the repair cycle, delaying return of the instrument to service.
Keep daily records of all inventory transactions.
Ship and receive orders, inventory and equipment.
Assist with the inventory control and shipping operation as necessary.
Maintain QC records concerning repaired instruments.
Ensure a positive rapport and work relationship with all clients and field personnel
Working out of your home
Perform other duties as deemed necessary by the Manager.
You must have a valid drivers’ license and be able to maintain insurable status
You have the interpersonal skills necessary to establish and maintain effective working relationships with assigned employees, other business areas, contractors, and customers
You are able to work unsupervised and alone for long periods of time
Key Responsibilities and Critical Success Measures
As a Field Service Technician, you are part of our services support team and your passion for providing exceptional customer service contributes to our world class high level of customer satisfaction. Acting as a first line response to customers on-site in your assigned territory you will communicate in an open, helpful, and engaging manner with your focus being finding the right solution with each customer and meeting our 10-day repair turnaround time, meeting compliance deadlines.
Working from home, servicing our customers in CT and Eastern MA. You will be responsible for traveling to customer sites to perform a variety of services including verification, preventative maintenance, repair, and installation, on a wide range of Heath’s products. You will be provided with a company vehicle, appropriate tools/equipment, including a laptop computer, and the assurance that you have the support of well-established service operation.
You will connect with our customers to address questions and resolve various problems on-site (some uncommon), knowing when and who to turn to for support. You will organize, triage customer issues, and even handle some problems before they start. No matter the situation, your formal training (provided through Heath Consultants Incorporated) will allow you to provide customers what they need when they need it. Additionally, you will always be on the lookout for preventative measures you can take, escalate issues, and serve as an ambassador for Heath Consultants Incorporated. Your goal is to keep our customers completely assured and satisfied through your technical expertise and consistent and constant communication.
Responding to customer installation, maintenance, and service calls promptly and effectively
Working from home, servicing our customers in CT and Eastern MA. You will be responsible for traveling to customer sites to perform a variety of services including verification, preventative maintenance, repair, and installation, on a wide range of Heath’s products. You will be provided with a company vehicle, appropriate tools/equipment, including a laptop computer, and the assurance that you have the support of well-established service operation.
You will connect with our customers to address questions and resolve various problems on-site (some uncommon), knowing when and who to turn to for support. You will organize, triage customer issues, and even handle some problems before they start. No matter the situation, your formal training (provided through Heath Consultants Incorporated) will allow you to provide customers what they need when they need it. Additionally, you will always be on the lookout for preventative measures you can take, escalate issues, and serve as an ambassador for Heath Consultants Incorporated. Your goal is to keep our customers completely assured and satisfied through your technical expertise and consistent and constant communication.
Responding to customer installation, maintenance, and service calls promptly and effectively
Capturing customer information to complete invoicing
Inform the Factory Service Manager of problems occurring during the repair cycle, delaying return of the instrument to service.
Keep daily records of all inventory transactions.
Ship and receive orders, inventory and equipment.
Assist with the inventory control and shipping operation as necessary.
Maintain QC records concerning repaired instruments.
Ensure a positive rapport and work relationship with all clients and field personnel
Working out of your home
Perform other duties as deemed necessary by the Manager.
You must have a valid drivers’ license and be able to maintain insurable status
You have the interpersonal skills necessary to establish and maintain effective working relationships with assigned employees, other business areas, contractors, and customers
You are able to work unsupervised and alone for long periods of time
Values
Safety is our number one priority
Communicate openly and honestly
Approach all that we do with a sense of urgency
Always do the right thing
Treat others as you wish to be treated
Strive for excellence in everything we do
Provide an environment that nurtures growth and enjoyment
Knowledge, Skills and Experience
Identifying root causes of service issues the first time using your keen knowledge of mechanics, electronics, and distribution systems and your comfort with hand tools and digital test equipment
High school diploma or equivalent required.
Excellent customer service skills, detail orientation, and great verbal and written communication skills.
The discipline to update customer information and complete service reports reliably.
The flexibility to work evenings and weekends occasionally.
Must be self-motivated, organized, and positive.
Prior field service a plus, but not required.
Completing required documentation, such as service worksheets, timesheets, warranty claims via handwritten forms or business system input screens.
High school diploma or equivalent required.
Two-year technical degree or equivalent preferred.
An Associates degree in electronics, electrical engineering or equivalent professional experience.
Strong planning / organization skills
Advanced knowledge of PC’s including operating systems and Windows applications
Reports to
Factory Service Manager
Responsible for
N/A
Any other key relationships
Working directly with Customers
Work Environment
This position is performed in a variety of different environments in the field.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to stand. The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls and to climb or balance. The employee is occasionally required to walk; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear.
The employee must regularly lift and move up to 10 pounds, frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to adjust focus.
Travel Requirements
Travelling overnight 50% of the time
Daily travel from you home to customer locations.
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