Technical Service Representative

Job Description:

POSITION SUMMARY
Reporting to the Inside Technical Services Supervisor, this role will support capital equipment depot service activity through repairs and maintenance to medical device capital equipment and support Client's cardiac customers via phone and email.

PRINCIPAL RESPONSIBILITIES:

Perform routine preventative maintenance, repairs, updates, functional checkout, and all other related service activity to the Intra-Aortic Balloon Pumps that are processed through the depot.
Document and maintain all related records of depot service work, customer contact data, call data, and other customer service data in the field service management system (FSM) and other systems.
Prepare materials and coordinate shipping for offsite technical trainings.
Coordinate service-related shipments directly out of service depot.
Maintain current knowledge of Client's Interventional products and services offered.
Provide professional customer technical support via phone and email in a time sensitive manner.
Track expenses and inventory.
Perform related duties and special projects as assigned.
Prepare and present reports including various metrics.
Assorted administrative functions, I.e., filing, emailing, photocopying, faxing, etc.
Perform and support physical Inventory count.
Maintain calibration units for Field Technicians and depot
Maintain service procedures, related checklists, forms, and service manuals.
Create and Submit ECO s (Engineering Change Order) through the appropriate system.
Support the response to CAPA (Corrective and Preventive Action) and NC (Non-Conformance) determinations.
Produce and distribute Field Change Notice and technical tip documentation
Support all on-site audit requirements.
Prepare and support analysis of service failure trends using existing system.
Create Standard Operating Procedures (SOPs) as requested by manager.

Key Relationships / Interfaces
Regional and Territory Sales Managers
Field Service Representatives
SBU Service Personnel
SBU Product and Marketing Managers
Finance
Operations
Quality and Regulatory
Product Development Engineers

EDUCATION/EXPERIENCE REQUIREMENTS
1-3 years of technical service experience in a hospital or clinical setting.
Experience with balloon pumps preferred.
Associate s degree in a related technical field or Advanced Certification License in a related field or equivalent technical service experience.
Basic understanding of electrical and mechanical systems in medical devices

SPECIALIZED SKILLS & OTHER REQUIREMENTS
Exceptional technical acumen.
Self-motivated, customer focused attitude.
Strong verbal, written communication skills.
Exceptional organizational and time management skills.
Ability to work within the constraints of a regulated industry.
Communicate in a positive, professional manner.
Understanding of overall healthcare environment/landscape.
Strong computer skills, especially MS Excel, Word, and PPT.
Ability to carry/lift up to 75 pounds
Ability to stand and kneel for long periods to conduct repair work.

TRAVEL REQUIRED: 0% travel