Field Service Specialist

Job Summary

Job Title:  Field Service Specialist

Reports To: Regional Sales & Service Manager

Responsible for providing technical end user support, instrument calibration maintenance, repair and overall maintenance on several different manufacturers’ equipment.

Responsibilities

• Support your assigned region/locations to maintain customer contacts with Hearing Clinics, Education Centres and Hospitals.
• Installation/set-up of product equipment for customers.
• Complete on-site repairs (when possible), service of diagnostic equipment, manage service. schedules/contracts, overall equipment troubleshooting and support for customers.
• Provide customer information for potential new equipment.
• Responsible for keeping customers satisfied by maintaining the adequate technical operation of all our diagnostic devices.
• Provide on-site software support for our Demant diagnostic products including updating software.
• Perform equipment calibration and maintain required documentation in our systems.
• Update technical knowledge through provided online education modules from equipment manufacturers.
• Other duties as assigned by Manager.

Education and Relevant Experience

• A post-secondary degree in a service product field is required (Computer Repair, electronics, technology, medical diagnostic equipment, mechanical repair, or equivalent).
• Able to travel domestically (60% day travel, 20% overnight travel).
• 2+ years experience working in a technical service environment.
• 2+ years  experience working with the selling of products/repairs, warranties, annual services.
• Experience in installing, calibrating, repairing and maintaining electronic equipment. Ability to inspect and test electronic equipment and assemblies.
• Outstanding attention to detail and strong organizational skills.
• Ambition to learn will help you stay current with technical changes on products and internal processes.
• Technically minded and have a high degree of adaptability and flexibility.
• Proficient with Microsoft Office products (word, excel, PowerPoint).
• Project a positive and confident attitude focused on meeting and exceeding customer expectations.
• Excellent verbal and written communication.

Problem Solving/Judgement and Decision Making

Work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of various factors. Exercise judgment within established practices to determine appropriate action. Decisions are made within established standard practices and policies. Provide information, assistance, and recommendations which are used in the management decision-making process and in support of sales and customer satisfaction.

Supervision Received

Primary reporting relationship is typically to the Regional Sales & Service Manager. Assignments are performed under general direction.

Supervision Exercised

Has no supervisory responsibilities but may provide guidance to less experienced employees in the department or functional area.