Service Technician - Depot

Description

Serve as the resource for technical support and service of Industrial Physics products and partner products in the New Albany, IN Service Center. Coordinate the creation and distribution of technical support documentation. Conduct, coordinate and support service and installation of products and partner products sold by Industrial Physics into both the US and international markets.

1. Must develop and maintain a proficient knowledge of Industrial Physics products and partner products sold by Industrial Physics for the purpose of technical support, calibration, and repairs. Knowledge must include electronic, mechanical, and pneumatic operation as well as integrated systems.
2. Writes quotation proposals, providing detailed instrument analysis reports and recommendations and preparing step-by-step instructions for analysis, repairs, and corrective measures for customers’ instruments. Initiates and prepares related reports.
3. Sources all available technical information from vendors and Engineering department to develop and/or maintain Service Manuals including troubleshooting guides for assigned products and partner products.
4. Organizes training sessions for coworkers and customers when required.
5. Acts as the main contact for technical support activities via phone, email, fax and other digital communication methods with customers and sales/service agents and distributors.
6. Collaborates with other technicians or area managers to help or to resolve difficult repairs. Collaborates with headquarters to discuss equipment issues, spare part needs, standards needed and other service-related questions when required.
7. Maintains tools, parts inventory and computer.
8. Maintains a professional, helpful and friendly working relationship with clients frequently communicating with customers to answer questions and resolve equipment problems and concerns.
9. Ability to develop and maintain professional relationship both internally and with customers.
10. Ability to effectively manage multiple projects and meet deadlines.
11. Participates in training as required.
12. Ability to lift 50 - 80 pounds; occasional lifting up to 100 pounds with assistance
13. Performs any other job-related duties as assigned.

Requirements

1. An associate degree in Electronics or Certificate of Training from a trade school. Relevant work experience will be considered in lieu of a degree.
2. 3 years of customer service experience preferred.
3. Understanding of electronics, software, IP addresses, hardware, mechanical and pneumatic systems.
4. Demonstrated strong electro-mechanical trouble-shooting skill is necessary.
5. Excellent customer service-oriented oral and written communication skills are required.
6. Basic math skills required 
7. Ability to use Microsoft Office and other Web based products.