Senior Technician, Technical Support

Senior Technician, Technical Support

Job Overview The Senior Technician, Technical Support supports the day to day operations of the Technical Support Department. This includes performing telephonic and e-mail technical support and troubleshooting product issues for internal and external Getinge customers. May be required to support Field Service with onsite troubleshooting as well as train lesser experienced Technicians. This position is hybrid in Wayne, NJ, 3-4 days per week.

Job Responsibilities and Essential Duties

• Provide part number identification, verification and other support on Getinge products for internal and external Getinge customers including phone inquiries, email inquiries and other methods.
• Utilize FSM to open cases and make changes as required, as well as any required complaint handling. Second level support for FSM related issues with other team members.
• Travel with field based service technicians as required to provide exchange of information and escalation support as well as support field projects as needed.
• Partner with other groups and departments with the goal of providing seamless and professional customer support to both internal and external customers.
• Second level support for new hires, both field and office based.
• Perform other related duties as required or assigned by the Manager Service operations and other service management.

Minimum Requirements

• Technical Associate’s degree preferably in a bio-medical field, or equivalent combination of education and relevant work experience.
• A minimum of 5 years of relevant experience in a technical support role.
• Proven experience working in Electro Mechanical Medical Devices.
• Field services experience preferred.

Required Knowledge, Skills and Abilities

• Technical skills that include testing, repairing and maintaining Medical equipment.
• Able to conduct onsite visits to repair and test medical equipment at customer locations.
• Proficient in the use of tools and test equipment.
• A working knowledge of physiology and the clinical setting for Getinge equipment.
• Communication, interpersonal, and organizational skills are essential.
• Intermediate SAP and FSM or other ERP experience preferred.
• Basic to intermediate skills in Microsoft Outlook, Word, Excel and Power Point.

Supervision/Management of Others

• None

Internal and External Contacts/Relationships

• Field Service team, Sales team and other internal departments.
• External Customers.
• Follow up with all levels