Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
* Clean, repair and refurbish instruments sent into EBS for
service, exchange or lease. * Provides product service and
operational assistance to customers and distributors. * Ensures
proper operation of ELITechGroup products at the customer's
locations. * Installs instruments at customers site and provides
application/service training. * Completes service calls according
to the service plan; troubleshoots, coordinates, schedules,
prepares and processes paperwork.Identifies the best methodology to
fix the problems at the lowest possible cost. * Decides what parts
to have in trunk stock by effectively maintaining an inventory of
repair parts. * Processes the return or disposal of defective parts
effectively. * Communicates with Sales and Marketing team regarding
customer dissatisfaction, product problems, customer status
changes, product improvement, and competitive information in an
effort to prevent future concerns. * Applies effective time and
territorial management techniques and organizes cost effective
travel plans. * Provides extended hour coverage and can travel
outside normal work hours when required. * Submits required reports
and documents in a timely manner. * Promotes service agreements to
customers. * Maintains a professional and positive demeanor to
customers. * Other duties as assigned
To perform the job successfully, an individual should
demonstrate the following competencies:
Customer Service manages difficult or emotional customer
situations; responds promptly to customer needs; solicits customer
feedback to improve service; responds to requests for service and
assistance; meets commitments.
Detail Oriented double-checks the accuracy of information and
work product to provide accurate and consistent work; expresses
concern that things be done right, thoroughly, or precisely;
completes all work according to procedures and standards.
Interpersonal Skills - focuses on solving conflict; maintains
confidentiality; listens to others without interrupting; remains
open to others' ideas and tries new things.
Judgment - ability to work independently; displays willingness
to make decisions; exhibits sound and accurate judgment; supports
and explains reasoning for decisions.
Oral Communication - speaks clearly and persuasively in positive
or negative situations; listens and gets clarification; responds
well to questions.
Problem Solving - identifies and resolves problems in a timely
manner; gathers and analyzes information skillfully; develops
alternative solutions; uses reason even when dealing with emotional
Quality - Demonstrates accuracy and thoroughness; looks for ways
to improve and promote quality; applies feedback to improve
performance; monitors own work to ensure quality.
Reasoning Ability - ability to define problems, collect data,
establish facts, and draw valid conclusions; ability to interpret
an extensive variety of technical instructions in mathematical or
diagram form and deal with several abstract and concrete
Applicants should possess an associates or electronics degree
with five or more years' experience in field service, or equivalent
combination of education and experience.