Sr. Technical Support Technician (Hybrid - Wayne, NJ)

Getinge; Wayne (NJ); Hybrid; USD 100,289,000 - 108,886,000; Full time

Benefits offered by this job

Health Insurance

401k Plan

Paid Time Off

Wellness Resources

Life Insurance

Disability Benefits

FSAs

Commuter Benefits

Parental Leave

Tuition Reimbursement

Job summary

Getinge is seeking a Senior Technician, Technical Support to handle telephonic and e-mail technical support and troubleshooting for internal and external Getinge customers. The role is hybrid in Wayne, NJ, 3-4 days per week, with travel for field service as needed.

Qualifications include a biomedical associate degree (or equivalent), 5+ years in technical support, and experience with electro-mechanical medical devices. SAP/FSM ERP experience and Microsoft Office skills are preferred.

Qualifications

• Associate degree in biomedical field or equivalent experience.
• 5+ years in a technical support role.
• Experience with Electro-Mechanical Medical Devices.
• Field service experience preferred.
• Intermediate SAP and FSM or ERP experience.
• Proficient with Microsoft Outlook, Word, Excel and PowerPoint.

Responsibilities

• Provide part number identification and support for Getinge products via phone and email.
• Open cases in FSM and perform required complaint handling; second level support.
• Travel with field technicians to relay information and assist on site.
• Collaborate with internal teams to ensure professional customer support.
• Mentor new hires, both field and office staff, as needed.
• Perform other duties assigned by the Manager, Service Operations.

Job description

With a passion for life

Join our diverse teams of passionate people and a career that allows you to develop both personally and professionally. At Getinge we exist to make life-saving technology accessible for more people. To make a true difference for our customers - and to save more lives, we need team players, forward thinkers, and game changers.

Are you looking for an inspiring career? You just found it.

Job Overview

The Senior Technician, Technical Support supports the day to day operations of the Technical Support Department. This includes performing telephonic and e-mail technical support and troubleshooting product issues for internal and external Getinge customers. May be required to support Field Service with onsite troubleshooting as well as train lesser experienced Technicians. This position is hybrid in Wayne, NJ, 3-4 days per week.

Job Responsibilities and Essential Duties

• Provide part number identification, verification and other support on Getinge products for internal and external Getinge customers including phone inquiries, email inquiries and other methods.
• Utilize FSM to open cases and make changes as required, as well as any required complaint handling. Second level support for FSM related issues with other team members.
• Travel with field based service technicians as required to provide exchange of information and escalation support as well as support field projects as needed.
• Partner with other groups and departments with the goal of providing seamless and professional customer support to both internal and external customers.
• Second level support for new hires, both field and office based.
• Perform other related duties as required or assigned by the Manager Service operations and other service management.

Minimum Requirements

• Technical Associate's degree preferably in a bio-medical field, or equivalent combination of education and relevant work experience.
• A minimum of 5 years of relevant experience in a technical support role.
• Proven experience working in Electro Mechanical Medical Devices.
• Field services experience preferred.

Required Knowledge, Skills and Abilities

• Technical skills that include testing, repairing and maintaining Medical equipment.
• Able to conduct onsite visits to repair and test medical equipment at customer locations.
• Proficient in the use of tools and test equipment.
• A working knowledge of physiology and the clinical setting for Getinge equipment.
• Communication, interpersonal, and organizational skills are essential.
• Intermediate SAP and FSM or other ERP experience preferred.
• Basic to intermediate skills in Microsoft Outlook, Word, Excel and Power Point.

Supervision/Management of Others

• None

Internal and External Contacts/Relationships

• Field Service team, Sales team and other internal departments.
• External Customers.
• Follow up with all levels of management.

Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments
• May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Travel requirements

This role is eligible for participation in our Excellence Incentive Plan (EIP), an annual incentive program that rewards performance against financial and operational goals.

Hours: Monday-Friday, 8am-5pm

The compensation range for this position is between $35-$38 per hour depending on experience and location, plus the EIP.

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About us

With a firm belief that every person and community should have access to the best possible care, Getinge provides hospitals and life science institutions with products and solutions aiming to improve clinical results and optimize workflows. The offering includes products and solutions for intensive care, cardiovascular procedures, operating rooms, sterile reprocessing and life science. Getinge employs over 12,000 people worldwide and the products are sold in more than 135 countries.

Benefits at Getinge:

At Getinge, we offer a comprehensive benefits package, which includes:

• Health, Dental, and Vision insurance benefits
• 401k plan with company match
• Paid Time Off
• Wellness initiative & Health Assistance Resources
• Life Insurance
• Short and Long Term Disability Benefits
• Health and Dependent Care Flexible Spending Accounts
• Commuter Benefits
• Parental and Caregiver Leave
• Tuition Reimbursement

Getinge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.