Equipment Complaint Technician
We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.
The Equipment Complaint Technician analyzes equipment failures to determine cause and recommends corrective action. May advise or assist in effecting design changes to improve equipment efficiency and/or reduce operational associated costs. Establishes and implements equipment calibration program, maintains performance and maintenance records of equipment. Provide technical support analysis to field service staff on an as needed basis.
Analyzes equipment failures to determine cause and recommends corrective action.
Resolves customer concerns and complaints through accurate and timely investigation, assist Depot on development of corrective action solutions.
Communicates with Supervisor, Manager or Sales Representative regarding potential customer concerns.
Generate and analyze post market feedback reports to determine equipment performance and identify trends.
Ensures customer complaint records are accurately completed to meet compliance and business metric indicators.
Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle and Agile application.
Consistent achievement of defined customer satisfaction metrics.
Participate in cross functional projects as required.
Participates in multiple equipment platform training in order to gain a solid working knowledge to accurately respond to customer complaints and escalating needs accordingly.
Responsible to manage field service returned parts inventory.
Communicates with Supervisor and Manager or Sales Representative regarding potential customer concerns.
May assists with new hire training as directed by Supervisor or Manager.
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
High School/GED required. Technical school certification in electronics or equivalent combination of education and experience. Associates degree in Electronics strongly preferred.
Min 2 years of medical equipment technical board level troubleshooting and repair experience.
Computer literacy: e.g. Microsoft Word, Excel, PowerPoint, Outlook, Zoom, Skype is required.
Possesses strong technical aptitude in supporting applications such as Agile, SalesForce is desirable.
KNOWLEDGE, SKILLS AND ABILITIES
Performs work independently with minimal supervision.
Strong verbal communication and listening skills
Effectively coaches and delivers constructive feedback
Good computer skills