Service and Support Technician

Heidelberg Engineering•Franklin, MA

2d•Hybrid

About The Position

The Service and Support Technician is responsible for conducting in-house electronics, mechanical and optical repairs that include relevant testing procedures of HEI equipment in accordance with manufacturer's requirements. This role involves troubleshooting, repairs, calibrations, alignments, and testing of Heidelberg Engineering manufactured diagnostic medical equipment and computers. The technician will develop product technical expertise to assist the Telephone Technical Support Team and other personnel with technical hardware/software questions and customer inquiries. The goal is to determine the most cost-effective repair to minimize customer downtime, accurately document repair steps, and provide technical recommendations for product improvement. Once trained, the technician will work independently to resolve equipment hardware failures, maintain up-to-date product knowledge, and assist in training new staff.

Requirements

Bachelor’s degree in technologies or equivalent in-depth specialized technical training/experience.
Proven knowledge and experience with electronics, mechanics, optics, personal computers and basic operating systems.
Experience working with Digital Volt Meters, oscilloscopes, laser power meters, hand tools, optical alignment tools and specialized test equipment.
High degree of technical proficiency, excellent problem solving skills, and analytical abilities.
Must be able to plan, multi-task and prioritize in a constantly busy work environment.
Good analytical skills, computer literacy with word processing, spreadsheet, presentation programs, Internet and email.
Excellent communications skills and ability to interact effectively with highly specialized technical personnel and customers.
Present a professional image in all business matters.

Nice To Haves

Minimum of three to five years related experience in a medical device repair facility preferred.

Responsibilities

Perform troubleshooting, repairs, calibrations, alignments and testing of Heidelberg Engineering manufactured diagnostic medical equipment and computers.
Develop product technical expertise and provide assistance to the Telephone Technical Support Team.
Respond to technical hardware/software questions, customer inquiries, application support personnel, field service representatives, sales personnel and product specialists.
Determine most cost effective repair/resolution to minimize customer downtime.
Accurately document repair steps and summaries using company CRM program.
Review service documentation.
Provide technical recommendations that may improve product quality and performance.
Work independently to resolve equipment hardware failures once trained and certified.
Maintain an up-to-date knowledge of company products and services.
Assist in training new staff members.
Perform other duties as required.