Customer Support Specialist

SUMMARY: The Service Repair Technician aligns, calibrates, tests, troubleshoots, modifies and repairs customer instrumentation.

IMPACT ON COMPANY OBJECTIVES:

By following the procedures that define the way our products must operate, the Service Repair Technician maintains the performance aspects of our products so that they perform the way the customer needs them to perform in order to achieve research and production objectives, which are the reason the purchase the product in the first place.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  1. Handles in-house customer repairs.
  2. Use ServiceMax to update workorders.
  3. Support Production as required.
  4. Improve/Update documentation 
  5. Other duties may be assigned.

NON-ESSENTIAL FUNCTIONS :

  1. May handle customer phone and email support.
  2. Writes procedures as needed.
  3. Works on ways to improve instrument quality and or reliability where possible through engineering change requests.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Associate's degree (A. A.) or equivalent in science or technology from two-year college or technical school plus 1 to 3 years of related experience and/or training; or equivalent combination of education and experience.

OTHER SKILLS and ABILITIES:

  1. Knowledge of computers, electronics and optics.
  2. Ability to deal with customers in a professional manner.
  3. Mechanical dexterity.
  4. Basic electronics circuit theory comprehension
  5. Ability to identify basic electronic components and their function
  6. Ability to assemble wiring harness from schematics utilizing proper tools
  7. Ability to solder and de-solder wires and components without damage to adjacent components and without cold solder joints
  8. Ability to operate electronic test equipment such as multimeters and amp clamps.
  9. Knowledge of bench/hand tools

 

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