Tech Service Rep III

We’re hiring! If you want your contributions to make a real difference, check out this new career opportunity with us at Draeger where we are led by the guiding principle “Technology for Life"

The Tech Service Rep III will provide service to various Draeger equipment in customer facilities.  Promote customer satisfaction through achieving key service metrics (e.g. turn-around time/documentation).  Engages in professional verbal and/or written communication with relevant stakeholders (end users, Channel Partners, manufacturing reps.) when technical inquiries are received.

• Operating independently with very limited supervision and direction: Diagnose, evaluates, calibrates and repair nonfunctioning devices to OEM standards. Supports testing and repairing rental equipment for dispatch to customer sites. Prepare new devices for sale.  Support teams performing system installations, start up and commissioning’s, operational training for new installations and instruments. 
• Works on multiple modalities and various equipment as required by the position.  Additional modalities and equipment will have a high level of complexity. Must actively engage in learning to obtain the knowledge to be able to service complex modalities and have the ability to service all equipment.  Advanced training plans (which will include train-the-trainer aspects to enable training others) will be specific to the position and needs of the organization.
• Effective communication skills are required to convey and communicate solutions to customers whether onsite or remotely.  Must demonstrate the skills necessary to efficiently resolve customer complaints and issues directly with the customer.  Also, must communicate effectively with other technicians and stakeholders to achieve efficient resolution of problems.
• Assist customers with parts identification and documentation information. Provide first level technical support to customers and field representatives inquiries to guide them through troubleshooting equipment and technical issues. Maintain related call records and supporting documentation.  Escalate unresolvable issues as per defined processes and tracking systems (CRM).
• Using available technology, access service orders and customer information; document completed service work in a timely manner; view and utilize equipment documentation and diagnostic information. Manage service orders effectively and efficiently to provide high-quality services for Draeger customers.
• Effectively maintain work center inventory, input parts orders, and perform other electronic tasks and transfers as directed or required to effectively perform job responsibilities.  If field based, required to maintain vehicle stock inventory as well as properly maintain all company equipment including vehicle, where applicable.
• Must be flexible with regard to working hours as may be asked to work on different locations, travel, or work other than normal business hours as customer needs demand.
• Provides support to Manager with non-technical tasks and activities as directed.
• Complete assigned tasks effectively and efficiently meeting defined utilization and other metrics.  Performs other duties as needed and assigned.

Education:

Associates in Electronics or related discipline or equivalent combination of education and experience. 

Related Experience:

If candidate does not possess a formal certificate in electronics or a related field, must have:

• Previous Field or Service Center experience.

• Strong customer communication skills.

• Computer networking experience preferred.

• 5+ years of experience in an industrial service environment, preferably with analytical instrumentation, with a demonstrated proficiency in performing in-house (shop) repairs and/or field repairs.

Special Competencies or Certifications:

• Must have good communication skills and be able to effectively articulate and communicate company and product information to external and internal customers.

• Must be able to read and understand schematics and other diagrams provided for use in repairing, troubleshooting, and maintaining Draeger equipment and comprehend technical problems presented and render an effective solution.

• Must be proficient in the use of PC applications including MS office suite, and able to use or learn other applications as business dictates.

• Ability to work independently.

• Must be customer focused.

• Demonstrates aptitude for learning new technologies.

• Able to work on multiple tasks / assignments simultaneously.

• Strong project/work assignment planning and execution skills.

Draeger has several sites located across North America as well as field-based sales and service positions. Our North America headquarters is located in Telford, PA just north of Philadelphia. We also have US sites in Andover, MA, and Houston, TX. Our Canada site is located in Mississauga, Ontario.

Our field based Sales and Service workforce is located across the nation, caring for relationships with our customers in the delivery of Draeger’s exceptional portfolio of products and solutions.

EEO is the Law

Draeger is an Equal Opportunity Employer. To learn more: Know Your Rights: Workplace Discrimination is Illegal (dol.gov)

From hospitals to fire departments to industrial customers, people around the world rely on our products: cutting-edge technology that combines real engineering with the digital future. With over 130 years of experience, passion and the bold ideas of more than 16,000 employees, we are committed to turning technology into ›technology for life‹.