Job Description
Job Description
Functional Description :
Patient Focused. Quality Driven. Operations applies to all field service (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possesses a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineer’s get the support they need quickly and have confidence that the team behind them. It is management’s commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team.
Success is defined and measured with one objective – REDUCE MEAN TIME TO REPAIR. Mean time to repair is defined as the total time (minutes / hours) taken to complete the following tasks…
- Receive call.
- Respond to site (travel).
- Troubleshoot issue.
- Request / receive part(s).
- Fix machine issue.
- Confirm issue resolution with the client.
Together, we will have a lasting impact in the service community.
Scope of Duties :
Engineers who are trained and fully qualified to perform tasks necessary to maintain assigned equipment to manufacturer specifications. They are responsible for establishing and maintaining trust at their primary accounts. We will invest from the start of employment to develop the employee from a professional and technical aspect.
This role is critical to executing and advancing RSA’s service model. The core responsibilities for this position include :
Perform on-site or in-house servicing, repair and / or installation of company-serviced product(s). This job may include any aspect of field support, and is not limited to system hardware and software, PC’s, and networking / wireless networking.Provide technical support to customers on operational or maintenance aspects of system equipment.Serve as customer contact on technical and service related problems.Diagnose mechanical, hardware, software and systems failures, using est. procedures.Determine most cost effective repair / resolution to minimize customer downtime.Prepare reports for analysis of product failure trends and service ability issues.Other Specific Functions or Duties :
Provide phone support / remote assistance to customers and to Field Service Engineers as required to achieve resolution of service needs in a timely manner.Oversees and maintains spare parts for assigned customers including replenishing spare parts kits for contract customers to ensure they can operate their equipment according to technical and safety guidelines with the highest level of satisfaction.Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure accurate updated customer maintenance information is available to other RSA parties.Maintain up-to-date technical documentation in order to permanently keep informed regarding all operating characteristics, design factors, and technical performance of assigned products.Maintain a high degree of professional knowledge and safety consciousness according to RS&A guidelines in order to perform activities under the safest working conditions.Report by means of SalesForce, e-mail, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available.Minimum Required Skills and Knowledge :
Expert professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment.Sound knowledge of and professional technical experience with micro-computers / PC based systems.Client focused attitude.Articulate and skilled in interpersonal communication; fluency in the local language and in English, both written and spoken.Other Desired Skills and Knowledge :
Sound computer usage and debugging skills.Ability to identify and repair routine software and network problems.Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks.Identify and resolve simple imaging system defects.Required Certifications and Training :
Completes RSA training plan as developed during onboarding or the annual evaluation process.Position must have full access to VMS client sites to perform the essential functions of this position. Many VMS clients require VMS employees and representatives to meet certain “Vendor Credentialing” requirements before they will be allowed to have access to their sites. Unless prohibited by law, the position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during VMS employment in this position.Experience Level with Business Tools :
Familiar with business tools such as : E-mail, Microsoft Word, Excel, and PowerPoint.Experience with SalesForce or equivalent ERP product and productivity software desired.Environment and Physical Requirements :
Ability to lift 75 pounds.Ability to stand for long periods of time.Ability to drive up to 8 hours per day.Dexterous ability to manipulate small object.Willing to work standard and non-standard hours as required to support the customers.
