Service and Support Technician

JOB SUMMARY: 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform troubleshooting, repairs, calibrations, alignments and testing of Heidelberg Engineering manufactured diagnostic medical equipment and computers.
• Develop product technical expertise and be able to provide assistance to the Telephone Technical Support Team to help them 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.
• Once trained and certified, work independently to resolve equipment hardware failures.
• Maintain an up-to-date knowledge of company products and services.
• Assist in training new staff members.
• Perform other duties as required.