Field Installation and Customer Solutions Specialist

Empirical Consulting Solutions, LLC; Allentown (Lehigh County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

100% employer paid benefits

Medical, dental, vision

401K plan

Life insurance

Tuition reimbursement

Dog-friendly

Job summary

Etac, a world-leading developer and provider of ergonomic assistive devices, seeks an Installation and Customer Support Specialist to join its Allentown, PA team. You will combine technical support, field service, design, installation, training and customer support for Molift ceiling lift systems and related products, traveling ~30% to support customers and installations.

The role requires reading and creating installation drawings, hands-on problem solving, and delivering product demonstrations

Qualifications

• Must be able to create and read technical drawings and home installation documentation.
• 3+ years of experience in customer support, field service, biomedical equipment, medical devices, in-house construction, or a related field.
• Strong mechanical and electrical troubleshooting abilities.
• Proficiency with Microsoft Office applications.
• Excellent verbal and written communication skills.
• Strong customer service mindset with the ability to explain technical concepts to both technical and non-technical audiences.
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness to travel approximately 30% overnight.

Responsibilities

• Provide technical support and troubleshooting for Molift patient handling and ceiling lift systems, including mechanical, electrical, installation, and operational issues.
• Assess customer and site requirements to configure overhead lift and home modification solutions, including layouts, drawings, and quotations.
• Guide customers, dealers, installers, clinicians, and end users through product operation, troubleshooting, repairs, and installations.
• Conduct product, installation, and certification training for dealers, installers, clinicians, and end users, both virtually and in the field.
• Partner with Sales and Clinical teams on product demonstrations, evaluations, customer visits, and complex application solutions.
• Perform product inspections, repairs, warranty evaluations, and technical field assessments; elevate complex issues to Engineering as needed.
• Maintain service records, CRM documentation, warranty/RMA information, technical resources, and installer certification records.
• Represent Etac at trade shows and industry events and travel as needed to support customers, training, installations, and technical evaluations.

Skills

Technical drawings

Field service

Electrical troubleshooting

Mechanical troubleshooting

Microsoft Office

Communication

Customer service

Travel readiness

Job description

Etac, a world-leading developer and provider of ergonomic assistive devices, seeks an Installation and Customer Support Specialist to join its Allentown, PA team. You will combine technical support, field service, design, installation, training and customer support for Molift ceiling lift systems and related products, traveling ~30% to support customers and installations.

The role requires reading and creating installation drawings, hands-on problem solving, and delivering product demonstrations