Technical Training Associate

Drive DeVilbiss Healthcare•Somerset Township, PA

About The Position

This position is responsible for developing and implementing product related training programs that support product knowledge and troubleshooting for our service group, sales department, external customers, and repair centers.

Requirements

Ability to gain a complete understanding of all products, policies, and procedures within the DeVilbiss portfolio and Quality Management System (QMS) is required. This individual must be able to articulate this knowledge to build customer loyalty and satisfaction. A detailed understanding of all unique components is required (electronics, product troubleshooting, disabilities, etc.). Understanding of how our products can be used to improve quality of life, as well as a working knowledge of competitive products and/or market dynamics.
Solution-oriented, able to think “big-picture”, takes initiative, willing to share knowledge and skills and seek new ways to teach and learn, able to articulate the company mission, and to “position” our company and products for competitive advantage with customers
Demonstrates a consistently positive attitude with the ability to influence others; Contributes consistently to incremental improvement through ideas and personal leadership
Strong computer skills with experience working in MS Office (Excel, Word, PowerPoint)
Able to read and comprehend (in English) simple and complex instructions, short correspondence, and memos. Documents may include Material Safety Data Sheets, work orders, work instructions, manuals, policies and procedures, schematics, diagrams, etc.
Excellent verbal and written communication, strong presentational skills, respected interpersonal skills, demonstrated ability to lead, develop others, and manage key initiatives to achieve successful results.
Ability to add and subtract two-digit numbers, multiply and divide in all units of measure using whole numbers, common fractions, and decimals is required.
High school diploma or GED equivalent required and college-level, technical degree or equivalent work experience.

Nice To Haves

Spanish language skills are a plus.
Experience in product technical support, including troubleshooting is preferred.
Familiarity with the setup and repair of various mechanical and electrical gauges and equipment such as multi-meters, pressure/vacuum gauges, oxygen analyzing equipment, smart phone apps, etc. is preferred
Prior experience in the repair or setup of oxygen concentrators or other home-medical equipment is preferred
Experience with technical writing, technical bulletins is preferred.
Public speaking, training experience preferred.
Experience with computers, smart phones, applications.

Responsibilities

Responsible for training program development and presentation. This includes communication programs or customer interfaces with coordinated leadership to deliver identified results (associate growth, customer satisfaction, sales growth, competitive positioning, etc.). Service training – develop and help coordinate on-site training, training videos, webinars, service manuals, technical bulletins, etc. to convey product knowledge to internal Associates and external customers/service partners. Travel may be required within the U.S. and Internationally.
Assist the repair department in processing unit Service Orders and Customer Estimates. Periodic customer contact may be required to handle unit exceptions, warranty denials, or customer abuse issues.
Respond to customer inquiries for elevated technical product support and troubleshooting and general questions.
Attend product development meetings, quality control reviews, and manufacturing discussions as required to remain current on new unit designs, existing quality issues, and ongoing sustaining engineering efforts.
Adhere to all policies, guidelines, and procedures, such as GMP, HACCP, and work and safety rules.
Additional tasks may be assigned as needed.