CUSTOMER SERVICE TECHNICIAN

Elevate Healthcare Inc• TX, US, TX

7d•Onsite

About The Position

The Customer Service Technician plays an important role in Elevate Healthcare’s mission to make the world safer, healthier, and more productive by empowering professionals across public safety, healthcare, and beyond to deliver CPR confidently in the moments that matter. As one of the largest providers of healthcare simulation, Elevate is well positioned to accelerate growth through expansion into the CPR training market with a first-to-market solution. Developed in partnership with the American Red Cross, this groundbreaking trainer presents a unique opportunity for a driven sales professional to champion an innovative product, and drive adoption among existing and new Elevate customers. The Customer Service Technician provides post sales customer support services such as installation, preventative maintenance, customer training, on-line support or technical consultation as required to ensure customer purchased Elevate Healthcare products meet performance and operation standards and customer expectations in efforts to achieve/improve customer loyalty to Elevate Healthcare. The Customer Service Technician must possess a high level of technical troubleshooting skills and the ability to make decisions regarding repairing and servicing customer equipment. The position requires excellent customer service skills and the ability to communicate effectively, both in writing and verbally, with customers regarding services performed. The position also requires strong time management skills. The Customer Service Technician is typically based in the field and travels to assigned locations.

Requirements

Must maintain great relationship skills and demonstrate the following competencies:
Dedication to quality and customer.
High level of autonomy.
Great oral and written communication skills.
Ability to interact well with people at different levels.
Ability to handle complaints and provide solutions for difficult situations.
Ability to plan and arrange travel and site activities.
Ability to instruct and provide orientations.
Ability to manage time, complete required documentation and close cases.
Ability to provide technical support through the phone.
Ability to comprehend and follow programing, knowledge of calibration and test procedures.
Ability to read wiring diagrams and schematics.
Ability to utilize concepts of electricity and fluids.
Ability to utilize concepts of computer networking.
Ability to observe symptoms and develop strategies to narrow problem to root cause.
Ability to disassemble and repair complex assemblies.

Nice To Haves

Mission driven and passionate about making the world safer, healthier, and more productive.
Intellectually curious, with a strong learning agility and the ability to leverage and adapt business intelligence tools to accelerate growth.
Highly motivated hunter with a strong competitive drive; thrives in an autonomous environment and consistently engages with prospective customers.
Results oriented. Has poise, grit and perseverance under pressure.
Excellent interpersonal, verbal, and written communication skills.
Conducts themselves with professionalism and humility. Succeeds through positive relationships and influence.
Unquestioned ethics, integrity, intellectual honesty, and sound judgment.

Responsibilities

Customer Service Technicians based in the field must expect to travel for job assignments 25% of the time (overnight).
Receives assignments, contacts customers and coordinate travel arrangements.
Repairs products at customer sites.
Troubleshoot complex issues.
Diagnoses issues and places orders for replacement components/parts.
Troubleshoots to assembly level as necessary and replaces with reworked parts from the factory as available.
Updates case reports and manages returning parts, cases, and expenses.
Installs AVS products/equipment on ceilings and walls.
Install patient simulators at customers’ locations.
Maintains consistent communication with customers and builds strong relationships.
Supports tradeshows and demos as requested.
Manages expense reports in a timely manner.
Other duties may be assigned

Benefits

Elevate Healthcare was recently added to the Madison Medical portfolio of companies in February of 2024 with the acquisition from CAE corporation.
Madison Industries Holdings LLC is one of the largest and most successful privately held companies in the world.
Founded 25 years ago by Larry Gies, Madison Industries has morphed from a "buy, build, sell" model prevalent among venture capital and private equity firms, into partnerships that mutually benefit customers, employees and the business owners who join it.
Madison’s goal is to build something truly remarkable that will long outlast all of us.
Through Madison’s strategy, the company has grown into an international manufacturing powerhouse.
It has built market leaders in the filtration, medical, safety, healthcare simulation, industrial equipment, process improvement, instruments & controls, plastics, energy, and indoor air quality industries with combined enterprise value of nearly $20 billion.
Its footprint spans across Europe, Asia and the Americas operating over 300 facilities in 40+ countries, with over 18,000 engaged employees.
Elevate is part of the Madison Medical platform which has built its reputation by fostering three key attributes: Trust, Bias for Action, Entrepreneurial.
Trust – Honesty and transparency are essential to the way we do business.
Bias for Action – Unless you continually work, evolve and innovate, you will learn a quick and painful lesson from someone who has!
Entrepreneurial – Madison Industries is an operating company owned by the team that runs it.
Madison has over 900 owner leaders in its ecosystem.
The company is not publicly traded, so no quarterly earnings reports.
It is not private equity, so no artificial 3-5 year timelines, which means you can build your company for the long term.
Businesses are run locally by the entrepreneurial teams who have an 'owner's mindset' and are closest to the customer, product and the team best positioned to make decisions.
Therefore, we partner and not acquire; consequently, the name stays on the door and the management team remains in place.
This incredible ecosystem of companies will remain a part of the Madison family long after we are gone, ensuring that our companies can continue their missions.