BASIC FUNCTION
• Answers customer calls to provide technical assistance and troubleshooting with the entire division product line.
• Will initiate RMA’s and follow on customer support as needed based on initial troubleshooting performed.
• Opens Trouble Tickets/Service Requests Enters customer issues data and information into computer based data tracking system.
RESPONSIBILITIES
• Answers phones within prescribed standards to achieve desired customer satisfaction levels of support.
• Enters information into Oracle based modules pertinent to Technical Support and Customer Service needs.
• Documents process of technical support form initiation of call through problem resolution of situation including all quality records
involved.
• Keeps team members and supervisor informed of issues requiring FDA notification and MDR reporting.
• Responsible for compliance with standard written procedures and quality documentation of company policies and documentation
of the Technical Support department.
• Employee has the necessary authority to execute above mentioned job responsibilities, and will have authority to carry out
specific responsibilities defined by quality system documents. Employee has authority to recommend and initiate preventative
and correction action with regard to product nonconformance and quality system activities.
• Will train new personnel in one on one settings.
• Work on projects relating to the Technical Services department.
• May manufacture test equipment or fixtures for field use.

PHYSICAL REQUIREMENTS
• Must be able to review printed materials.
• Must have demonstrated fine motor skills.
• Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and
measurement equipment etc.)

MENTAL REQUIREMENTS
• Effective reading and writing skills.
• Must be able to analyze and resolve non-routine testing and/or equipment issues using independent judgment.
• Must be able to follow and explain detailed instruction troubleshooting and inspection procedures.
• Must be able to complete detailed documentation accurately.

SKILLS REQUIRED
• Effective interpersonal and communication skills.
• Must be able to enunciate and speak clearly on the phone in difficult situations.
• Ability to prioritize issues.
• Computer literate.
• Functional with Microsoft Office including Excel, and Word.
• Ability to learn new systems and technologies quickly.
• Basic electronic and mechanical aptitude.

EXPERIENCE/EDUCATION/TRAINING REQUIRED
• 3-4 years industry experience with call
center or field service experience.
• Associate Degree or technical degree preferred.
• CTS or equivalent accreditation.