Service Technician

**Scope**

As a Technician, the employee will install, test and repair NSM’s medical equipment, provide instructions to clients on how to properly use their products, further assist customers if they are facing any difficulties when operating their devices either by phone or on site.

**Reports to**: Branch Manager

**Role and Responsibilities/Essential Functions**
- Use specifications from the Seating & Mobility Specialist to optimize the configuration of manual wheelchairs, walkers and other medical equipment prior to delivery to customers.
- Modify accessories and other components to improve the user interface with equipment.
- Carry on maintenance, service, setup and repair of NSM owned equipment for use by NSM sales and customer service staff for trials and demonstrations
- Establish maintenance, service, setup and repair of customer owned equipment both within the Branch and at the customer's home & facilities.
- Maintenance of tools, shop supplies and other items necessary for the conduct of the service work
- Organize and identify parts for repairs and stock, optimize parts levels and setting up parts in the information system.
- Repair troubleshooting issues for customers either in store or on-site at the customers' home.
- Complete quotations, work orders and customer orders for effective and accurate customer billing
- Maintenance of the physical work space.
- Fabricate and install customized components for customer equipment within the guidelines established for such work.
- Care and control of the NSM and customer owned equipment that is brought into the service area for setup, repair or assessment.
- Communicate directly with Suppliers and their staff for the purposes of obtaining technical assistance, resolution of warranty issues, obtaining Return Authorizations and ensuring defective goods are returned in the manner prescribed by the supplier.
- Communicate with other NSM staff results of technical assessments of customer owned equipment for the purposes of billing or estimate (quotation) preparation.
- Communicate directly with customers to ascertain the nature of the technical problem and its possible causes; to provide assurance to the customer regarding the equipment; to give recommendations, including cost estimates to the customer so that they can make an informed decision.
- Maintain proper records of work performed, including recording both time and materials (parts and supplies) used to perform repairs or other servicing on customer and NSM owned equipment
- Develop continual education through product literature and in-house training on new products and services and attending manufacturer specialized training courses.
- Carry out maintenance of customer records, including quotations, work orders, customer orders, reservations, invoices, rental agreements among others.
- Ensure NSM name stickers are on all equipment and any components of equipment that can get separated, such as footrests.
- Ensure equipment belonging to customers and NSM are kept as separate as possible.
- Check equipment is in proper repair & making minor repairs when equipment is returned from rental. Advising the Branch manager of problems with equipment that has been returned.
- Work with the instore client care coordinators to review the day's paperwork, assisting in keeping the warehouse organized.
- Assist in receiving supplier and interbranch shipments and notifying customer service and sales people that the goods have arrived.
- Learn new products to help identify equipment and components by attending in
- store training sessions.

Additional duties to assist in the smooth operation of the store may also include:

- Deliver, set up and install out of store of products at customers' homes and facilities.
- Provide in store and out of store customer service including assistance with selection of medical products by customers and liaison with therapists.
- Pick up of equipment from customer residences, including the review that all components of the equipment are returned and are not damaged.
- Manage time by attending to appointments at the time reserved, contact the office if appointments are running late, return to the office to perform in-store duties when appointments are complete.
- Assist in the preparation of power and manual wheelchairs and components and related equipment for demonstration by the seating and mobility consultants.
- Assist other technicians in the performance of their duties when asked, including the delivery of equipment to customers and assistance with repairs.

**Competencies** **/ Skills**
- Exceptional attention to detail
- Autonomous
- Diagnose and solve problems based on customers’ non-technical descriptions
- Strong knowledge of equipment and tools used in the industry
- Lift heavy equipment, work in confined spaces and bend frequently
- Excellent verbal communication skills
- Team player
- Capable of working quickly under pressure
- Experience in CRT (complex rehab techn