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  • Technical Support Specialist

    Requisition ID
    2018-2757
    Experience Level
    Specialist
    Industry
    Medical
    Employment Status
    Regular Full-Time
    Location : Location
    US-CA-Livermore
    Category
    Customer Service/Support
  • Overview


     Assures optimum equipment uptime for customer/distributors by quickly responding to customer reported problems and managing their expectations via phone and email.

     

    Responsibilities


     

    Provide technical support to customers and filed engineers who are diagnosing, troubleshooting and repairing products.
    • Provides feedback to R&D engineering, operations and management and outstanding support for customer satisfaction and resolve customer issues in a positive and supportive manner.
    • Provide training to lower level technicians, field service engineer, and customer engineers
    • Follows new product development project from the concept to EOL (End of Life) providing technical reviews, testing, and release readiness transition support for service.
    • Develops and maintains service oriented documentation such as SOP’s (Standard Operating Procedure), Field Service Bulletins, installation manual and service manual.
    • Reviews and approves ECO’s

     

    Qualifications


     


    Education & Experience:
    • AS in Electronics, Biomed
    • 5+ years of experience Field Service experience in Medical Laser Industry
    • Medical device experience
    • Experience with FDA regulations

    Knowledge, Skills, and Abilities:
    • Excellent communication skills for customer interaction as well as ability to use computer applications (MS office, Outlook)
    • Possess problem solving skills, strong digital/analog skills, and ability to troubleshoot in a logical manner
    • Ability using laser power meters, DVM (Digital Volt Meter), Oscilloscope, and hand tools
    • Self-starter and independent with ability to manage/coordinate travel for service calls
    • Ability to travel overnight domestically, or multiple nights, and possibly internationally

     

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