The Field Service Technician is responsible for maintaining a thorough working knowledge of all aspects of the mechanical and electronic functionality of all generations of the ImageTrac scanner. He/She shall maintain availability for dispatches to customer sites based on contracted hours, during and after regular business hours as needed.
Role and Responsibilities
- Maintains thorough knowledge of all ImageTrac mechanical and electronic functions
- Provides effective, timely and competent technical support assistance to customers
- Arrives at customer sites within the contracted response times
- Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)
- Strives to ensure the highest level of customer satisfaction is maintained at all times
- Maintain a working knowledge of SoftTrac, Docnetics and all IBML proprietary software
- Properly follows the call flow for all incident activity
- Ensures that RMA parts are returned in a timely manner and according to current procedures
- Properly tests all work performed to make sure it meets the quality expected of IBML
- Meets all scheduled deadlines
- Be available for dispatches during and after normal business hours as dictated by current contracts
- Analyze customer operational processes for possible opportunities for IBML software sales or services
- Maintain a working knowledge of PCs that are associated with all generations of ibml equipment
- You may be required to submit to criminal/background checks for governmental customer services.
Preferred Skills, Qualifications and Education Requirements
- Associates level degree in electronics and/or mechanical engineering or equivalent work experience
