Job Description

This position is responsible for ensuring company products meet performance specifications prior to shipment to customers. Performs in-house repair, maintenance, installation of company products to ensure product performance meets specifications.

The position follows standard practices and procedures in analyzing situations to diagnose mechanical, hardware, and/or system failure. Determines most cost-effective repair/resolution to ensure instrumentation is ready and available for customer shipments. Documents all activities in a manner compliant with company's quality procedures.

This position is responsible for ensuring and maximizing customer satisfaction with company products and services.

Essential Duties and Responsibilities

• Following standard practice and procedures, prepares company products for shipment to customers. Verifies all applicable assays are run and meet performance specifications.
• Records performance results and completes checklists to document instrument performance. Ensures all repair and preparation activities are documented within CRM system.
• Verifies instruments, accessories, manuals, and supplies are accurately inventoried and shipped with each instrument.
• Repairs and maintains demo instruments. Performs preventative maintenance, and installs authorized modifications as described in Technical Service Bulletins to ensure on-time completion.
• Maintains service shop inventory parts and shop floor items are ordered and used within expense and budget guidelines.
• Identifies excessive down time or unresolved service issues and escalates to supervisor for action.
• Maintains expenses within departmental guidelines and controls inventory and all company Property.
• Responsible for shop organization to ensure service shop is clean and organized.
• Promotes effective, positive, and productive communication among teams to ensure and maximize teamwork.

Administrative Duties

• Documents and processes all service and customer account related reports, updates, and emails in a timely and professional manner, compliant to all quality procedures and in accordance with company policies.
• Completes all expense reports, time keeping and status update in accordance with company policies.

Education and/or Experience

• Requires an Associates or Bachelor of Science degree or related field or high school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
• Requires basic knowledge of troubleshooting electronics and electro-mechanical systems.
• Requires good written/verbal communication skills.
• Requires focus resolving critical, complex instrument problems in high-stress situations. Requires ability to work collaboratively with colleagues and staff to create a result-driven, team-oriented environment.
• Adheres to the highest ethical standards.

Physical Requirements

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Physical Demands: While performing the duties of this job, employee is occasionally required to stand, walk, sit, and use hands to handle objects and tools; reach with hands and arms, talk and hear. Employee must occasionally lift and/or move light to moderate weight. Specific vision abilities required by the job include close vision and the ability to adjust focus.
• Work Environment: The noise level and temperature in the work environment is usually moderate.

CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Driver’s License

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