Purpose of the Position

Responsible for providing technical end user support, instrument calibration maintenance, repair and overall maintenance on several different manufacturers’ equipment.

Job Title: Field Service Specialist

Reports To: Territory Sales & Service Manager

Department: Diatec Service

Responsibilities

• Support your assigned region/locations to maintain customer contacts with Hearing Clinics, Education Centres and Hospitals.
• Installation/set-up of product equipment for customers.
• Complete on-site repairs (when possible), service of diagnostic equipment, manage service. schedules/contracts, overall equipment troubleshooting and support for customers.
• Provide customer information for potential new equipment.
• Responsible for keeping customers satisfied by maintaining the adequate technical operation of all our diagnostic devices.
• Provide on-site software support for our Demant diagnostic products including updating software.
• Perform equipment calibration and maintain required documentation in our systems.
• Update technical knowledge through provided online education modules from equipment manufacturers.
• Other duties as assigned by Manager.

Qualifications

• A post-secondary degree in a service product field is required (Computer Repair, electronics, technology, medical diagnostic equipment, mechanical repair, or equivalent)

• Able to travel domestically (60% day travel, 20% overnight travel)

• 2+ years experience working in a technical service environment.

• 2+ years experience working with the selling of products/repairs, warranties, annual services.

• Experience in installing, calibrating, repairing and maintaining electronic equipment.

• Ability to inspect and test electronic equipment and assemblies.

• Outstanding attention to detail and strong organizational skills

• Ambition to learn will help you stay current with technical changes on products and internal processes.

• Technically minded and have a high degree of adaptability and flexibility.

• Proficient with Microsoft Office products (word, excel, PowerPoint)

• Project a positive and confident attitude focused on meeting and exceeding customer expectations.

• Excellent verbal and written communication

Details of the Position

Problem Solving/Judgement and Decision Making:

Work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of various factors. Exercise judgment within established practices to determine appropriate action. Decisions are made within established standard practices and policies. Provide information, assistance, and recommendations which are used in the management decision-making process and in support of sales and customer satisfaction.

Supervision Received:

Primary reporting relationship is typically to the Regional Sales & Service Manager. Assignments are performed under general direction.

Supervision Exercised:

Has no supervisory responsibilities but may provide guidance to less experienced employees in the department or functional area.

Internal and External Contacts:

Mainly interacts with customers and potential customers. Routinely interacts with other team members in the Service and Sales teams.

Health & Safety – Personal Protective Equipment:

There is no current mandatory or recommended PPE for this position unless required by the Health Care facility in which services are being provided.