Service and Support Technician

Appone; Country View Estates (MA); On-site; USD 3,775,000 - 5,430,000; Full time

Job summary

Appone in Franklin, MA is seeking a Service and Support Technician responsible for in-house electronics, mechanical and optical repairs that include relevant testing procedures of HEI equipment per manufacturer requirements.

You will troubleshoot and repair Heidelberg Engineering diagnostic medical equipment, document repair steps in the CRM, train new staff, and stay current with product knowledge; occasional travel may be required.

Qualifications

• Bachelor’s degree in technologies or equivalent in-depth specialized technical training/experience.
• Minimum of three to five years related experience in a medical device repair facility preferred.
• Proven knowledge and experience with electronics, mechanics, optics, personal computers and basic operating systems.
• Experience working with Digital Volt Meters, oscilloscopes, laser power meters, hand tools, optical alignment tools and specialized test equipment.

Responsibilities

• Perform troubleshooting, repairs, calibrations, alignments and testing of Heidelberg Engineering manufactured diagnostic medical equipment and computers.
• Develop product technical expertise and be able to provide assistance to the Telephone Technical Support Team to help them respond to technical hardware/software questions, customer inquiries, application support personnel, field service representatives, sales personnel and product specialists.
• Determine most cost effective repair/resolution to minimize customer downtime.
• Accurately document repair steps and summaries using company CRM program
• Review service documentation.
• Provide technical recommendations that may improve product quality and performance.
• Once trained and certified, work independently to resolve equipment hardware failures.
• Maintain an up-to-date knowledge of company products and services.
• Assist in training new staff members.
• Perform other duties as required.

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

JOB SUMMARY: The Service and Support Technician is responsible for conducting in-house electronics, mechanical and optical repairs that include relevant testing procedures of HEI equipment in accordance with manufacturer's requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform troubleshooting, repairs, calibrations, alignments and testing of Heidelberg Engineering manufactured diagnostic medical equipment and computers.
• Develop product technical expertise and be able to provide assistance to the Telephone Technical Support Team to help them respond to technical hardware/software questions, customer inquiries, application support personnel, field service representatives, sales personnel and product specialists.
• Determine most cost effective repair/resolution to minimize customer downtime.
• Accurately document repair steps and summaries using company CRM program
• Review service documentation.
• Provide technical recommendations that may improve product quality and performance.
• Once trained and certified, work independently to resolve equipment hardware failures.
• Maintain an up-to-date knowledge of company products and services.
• Assist in training new staff members.
• Perform other duties as required.

Position Requirements

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

• Bachelor’s degree in technologies or equivalent in-depth specialized technical training/experience.
• Minimum of three to five years related experience in a medical device repair facility preferred.
• Proven knowledge and experience with electronics, mechanics, optics, personal computers and basic operating systems.
• Experience working with Digital Volt Meters, oscilloscopes, laser power meters, hand tools, optical alignment tools and specialized test equipment.
• High degree of technical proficiency, excellent problem solving skills, and analytical abilities.
• Must be able to plan, multi-task and prioritize in a constantly busy work environment.
• Good analytical skills, computer literacy with word processing, spreadsheet, presentation programs, Internet and email.
• Excellent communications skills and ability to interact effectively with highly specialized technical personnel and customers.
• Present a professional image in all business matters.

PHYSICAL DEMANDS

• While performing the duties the employee is:
  • constantly required to view objects at close and distant ranges
  • frequently required to communicate with others
  • frequently required to sit and or stand
• Requires fine manipulation and simple grasping of instructions in order to utilize computers and other standard office equipment such as telephone, fax machines, copiers, etc.
• Requires occasional lifting and transporting of items weighing up to 60 lbs.
• This position may require occasional travel related to equipment repair needs

• Equipment typically used: Computers, Heidelberg devices, USB devices, MO disks/drives. Digital Volt Meters, oscilloscopes, laser power meters, hand tools, optical alignment tools, welding tools and specialized test equipment.

Note: For the purpose of this summary, occasionally is used to represent up to 1/3 of the time given to the work day, frequently represents 1/3 to 2/3 of the time and constantly represents 2/3 or more of the time.

WORK ENVIRONMENT

Employee frequently works in a professional office and repair lab environment with lots of computer equipment and moderate amounts of noise and activity. Employee may occasionally work at client locations and may occasionally be required to travel. The work environment is fast-paced and demanding. Off-shift, weekend and overtime duties may be required as assigned by manager.

Salary Range: $27.40hr - $39.42/hr

Full-Time/Part-Time Full-Time

Number of Openings 1

Location HQ - Franklin, MA

This position is currently accepting applications.

Quality Lead in Franklin, MA