Service Technician

Company: Esbe Scientific, Markham Ontario Canada

JOB TITLE:
 Service Technician

JOB PURPOSE

Provides service to customers by installing, repairing, validating, and maintaining instrumentation, equipment, and systems in a laboratory environment, ensuring that customer needs and expectations are met in a timely and professional manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Services Instrumentation for Customers by

2. Participating as part of a technical support and sales team that resolves customers' problems and issues.

3. Installing equipment in customer's establishment, including demo equipment for evaluation, in accordance with manufacturer's instructions.
4. Scheduling and prioritizing service calls with customers on a timely basis based upon an assessment of the critical nature of the situation; minimizing disruption to customers' laboratory operations.
5. Responding to requests for emergency repairs.
6. Installing scheduled periodic software/hardware upgrades.
7. Communicating with customers, sales representatives, and internal staff as related to the nature of the customer's problem.
8. Troubleshooting on the phone and/or on site to determine service needs and customer training and support required.
9. Analyzing malfunctions of instruments; testing, calibrating and determining necessary steps to fix equipment; repairing defective and troublesome equipment on customer sites and/or in the service bay.

10. Instructing customers on the operation or proper use of equipment, as required.

11. Supports Company Revenue / Expense Objectives by

12. Meeting service revenue sales targets by offering new service opportunities/contracts to Esbe's customers.

13. Scheduling and balancing workload in order to minimize travel.

14. Supports Sales and Marketing Department by

15. Performing demos on specific product lines.

16. Installing/de-installing trade show equipment at conferences.

17. Participates in Inventory Management by

18. Initiating parts orders for current jobs based upon customer requirements and forecasting parts needed for emergency service.

19. Providing advice to management regarding parts inventory to maintain locally or nationally.

20. Maintains Service Territory Records by

21. Maintaining files and other paperwork, e.g., service work orders, preventive maintenance data sheets, service contracts, detailed service and failure records, etc.

22. Preparing reports and records on calibration, inspection, testing, validation, and repair activities.
23. Maintaining adequate information on instrument service, including manuals, electronic documents, newsletters, etc.

24. Routinely checking and maintaining procedures.

25. Protects ESBE Employees and Customers by

26. Adhering to infection-control and hazardous waste policies and protocols; following identification procedures.

27. Keeps Sales, Marketing, Technical and Management Staff Informed by

28. Submitting activity and results reports, periodic territory analyses.

29. Notifying colleagues where appropriate when customer problems need to be escalated for resolution.

30. Maintains Professional and Technical Knowledge by

31. Attending educational events; reviewing professional publications; establishing personal networks; participating in professional societies.

32. Studying technical manuals.

33. Attending training sessions provided by equipment manufacturers.

34. Performs Other Related Duties as Assigned by Management

EDUCATION AND EXPERIENCE REQUIRED

• High School graduation.
• Electronics degree or Biomedical Instrumentation diploma.
• Valid driver's license.
• Minimum
  five (3) years
  field experience with laboratory equipment preferred.
• Eligibility and experience in validation of laboratory and medical equipment (minimum three year required).
• Strong knowledge of electronics and electrical systems.
• Training to certify bio-safety cabinets is an asset.

SKILLS / COMPETENCIES

• Works under minimum direction from the Service Manager.
• Professional conduct in accordance with company policies and practices.
• Superior interpersonal communication skills; ability to remain patient and tactful, maintaining good customer relations at all times, especially when faced with irate customers.
• Ability to work well under pressure.
• Precise and accurate.
• Analytical/diagnostic capabilities for troubleshooting instrument problems.
• Demonstrated competency in equipment validation, calibration, and documentation practices.
• Understanding of regulatory and quality standards related to equipment validation and performance verification.

ADDITIONAL INFORMATION

• Up to 50% of time spent traveling (day trips and overnight).
• Ability to travel internationally for training as required.
• Requires extended travel on short notice.
• Occasionally requires extended workweek and weekend pager duty for emergency service instruments.
• Required to participate in training sessions in other cities at varying times during the year.
• Required to adhere to Service Department dress code at all times during work hours.

OFFSITE OFFICE REQUIREMENTS

• Access to reliable High-Speed Internet connection from a tier-one Internet Service Provider such as Bell, Rogers, Telus, or Videotron with minimum 100 Mbps download, 15 Mbps upload speed.
• Home office with:
• Private room suitable for customer phone calls.
• Desk with minimum 48" x 30" dimensions.
• Reliable LAN internet connection, Wi-Fi wireless AC or wired with Cat 5E minimum.