What are the responsibilities and job description for the Product Support Specialist- Rehab position at Biodex Medical Systems, Inc.?
ESSENTIAL JOB FUNCTIONS
- Provide customers with technical support for all assigned products by answering questions and resolving problems within a four hour time period.
- Strong troubleshooting and analytics to determine root cause and plan of action for customer product failures and complaints.
- Provide computers for various products, by configuring for specific products and installing software.
- Intimate Knowledge of windows platform applications and computer configurations.
- Evaluate and preproduction software releases.
- Distribution and management of production software, via sharefile, emailings and website.
- Provide diagnostic troubleshooting, identify parts needed and fill out and write up replacement order immediately to insure 24 hour turn around.
- Assist customers with an unidentified problem to proper personnel (i.e. field calls to Field Service Supervisor, in-house calls to In-House Supervisor, returns to Returns Clerk, etc.).
- Write and maintain product repair procedures as assigned by manager.
- Manage field staff and support their requirements such as technical and inventory needs.
- Maintain an average customer satisfaction rating of 9.0 or better
- Provide product training to our sales representatives.
- Write up service procedures used in the development of product service manuals.
- Occasional travel as required
QUALIFICATIONS/SPECIAL SKILLS
Associates Degree or technical school certificate, majoring in electronics/computer technology required with an emphasis in both hardware and software product support. Three (3) plus years experience with proven analytical skills, troubleshooting. Ability to write service manuals, organizing work schedules, and dispatching technicians is required. Organization and detail orientation, along with excellent communication skills also required
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)