Repair & Warranty Operations - Product Support Specialist I

The full time Product Support Specialist is responsible for assisting the Customer Support Manager by monitoring customer enquiries via phone and email, responding to technical issues, product support and failure enquiries in a timely manner.  The Product Support Specialist coordinates with Med-Eng production facilities and/or performs warranty and non-warranty assessment, repair or rework on returned Med-Eng products and provides technical support in response to customer and/or partner issues & inquiries.  In addition, this position supports other Med-Eng functions as required.

Duties & Responsibilities: 

Primary Duties 

• Performing duties associated with inspecting, dismantling, evaluating, repairing, maintaining, rebuilding, installing, testing electrical and/or mechanical systems and components
• Hands on troubleshooting of reported issues working with AC and DC power and control systems
• Monitoring & responding to Customer Support related telephone/email and responding to technical and product inquiries in a timely manner
• Providing product and technical remote support to Med-Eng partners and customers. Follows up as needed to ensure issues have been resolved
• Identifying and reporting on premature product failures to Product Quality personnel and OEMs/ suppliers
• Performing high quality soldering using soldering tools, microscope, and other related equipment
• Logging and processing all Return Material Authorization (RMA) repairs via the existing Procedures, ERP (MS AX) System using internal work instructions while working in parallel with customers and Med-Eng suppliers
• Providing purchase orders & quotations based on pricing matrix for non-warranty repairs and spare parts
• Maintaining a clean, safe workspace and compliant tools, equipment in accordance with company policy, procedures and applicable Health, Safety and Environmental requirements
• Assist customers in troubleshooting, installing and un-installing user-level repair hardware and software

Secondary Duties

• Performs other responsibilities as assigned by the Customer Support Manager
• Provide remote and/or on-site product equipment maintenance training, as required – up to 20% of time may be spent travelling and visiting customer sites

Qualifications: 

• 2-5 years’ industry experience in a Customer Service or Technical Support function
• Successful completion of an Electro-Mechanical Technician or equivalent program, or 5 years direct experience in similar technical support duties
• Familiar with electro-mechanical testing procedures, methodologies and calibration requirements of test and inspection equipment including IPC standards for the repair and rework of electronic assemblies
• Knowledge on the basics of Customer Service
• Proven ability to quickly learn and understand complex product and tools
• Familiar with the requirements of a Quality Management System based on the ISO 9001 Standard
• Excellent verbal communication skills, ability to clearly describe explain and document information, concepts, ideas and instructions to others
• Functional computer skills including use of MS Office applications

• Ability to interpret technical documents such as drawings, Assembly Instructions, Bills of Materials (BoMs) and schematic diagrams
• Ability to work at multiple levels (Product Line Managers, Project/Program Managers, Engineers, Product Quality Specialists, Procurement and other functions as required
• Strong organizational skills with a good work ethic and the ability to work independently to manage, organize and complete work activities in order to meet or exceed established deadlines and changing priorities
• Physically dexterous. Mechanically & electronically inclined
• Willingness to work in a fast-paced environment
• Ability to obtain a security clearance as required