What are the responsibilities and job description for the Technical Support Specialist position at Epica International Inc.?
Epica International Inc. is seeking a highly skilled Field Service Engineer to provide technical support and service for Epica products across the Eastern Region.
Job Description
The Field Service Engineer will be responsible for resolving all Tier 2 technical support calls, documenting corrective actions taken, and providing call support for EMI and EHH clients or distributors.
Additionally, the engineer will process, track, and document service costs for down customers within the Enterprise ERP system or other tracking methods.
They will also respond to customer inquiries with professionalism, composure, and a positive attitude, staying updated on product changes, upgrades, and system bugs.
Maintaining in-depth product knowledge to troubleshoot and resolve repair issues effectively, the engineer will coordinate repair parts for service and manage returns to Epica.
Ensuring accurate pricing is applied to all service contracts, including Epicare and discrete repairs, they will communicate ongoing repair issues to management.
Assisting Sales Representatives in creating repair quotes using the Quote System and converting accepted quotes into sales orders, the engineer will process equipment loaner forms and contracts for discrete repairs requested by customers.
Cordinating equipment loaner requests with the Technical Services department, the engineer will also travel 50-75% for field service and support.
With strong analytical and problem-solving skills, excellent time management, and multitasking abilities, the ideal candidate will have expertise in servicing, repairing, and troubleshooting CT imaging systems.
Having a proven track record of growth in repair services within the human medical or veterinary market, the candidate should also possess a Bachelor's degree in Mechanical, Biomedical, or Electrical Engineering.