Customer Service & Laser Repair Technician

JOB SUMMARY:

The Customer Service & Laser Repair Technician supports the service department as a technical liaison between the customer and Lumibird. This position is responsible for providing support for customer service and repair of Lumibird Products. Services can be provided in person or over the phone/technology.

SUPERVISORY RESPONSIBILITIES:

· This position may supervise & train other employees, based on the level of experience.

DUTIES/RESPONSIBILITIES:

· Provides customer support via telephone and email.

· Inspects returned product and assesses parts and labor requirements to assist in planning and scheduling.

· Repairs and provides maintenance of products returned from the customer.

· Provides troubleshooting of electronic assemblies.

· Demonstrate a primary commitment to product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

· Discern customer needs and provide customers with timely and accurate technical information in a positive and straight forward manner.

· Perform onsite repair and maintenance of customer owned equipment.

· Perform onsite installation and quality inspections on new system sales, components, and accessories for conformance to specifications.

· Perform preventative and corrective maintenance; Analyze and repair mechanical, electrical, and software failures; Disassemble malfunctioning devices, troubleshoot and uses standardized testing procedures; examine and test mechanisms for defects; Reassemble devices or equipment and test assembly for conformance to specifications; Replace or repair defective parts and/or components.

· Conduct periodic inspections and tests of devices to adjust calibrations and ensure proper functioning within specified standards.

· Perform equipment upgrades.

· Complete standard equipment documentation and reports to include service reports, installation records, etc. to maintain timely reporting of all activities.

REQUIRED SKILLS/ABILITIES:

• Ability to execute specific, developmental tasks with supervision and assistance.
• Ability to comply with training requirements and procedures.
• Ability to support quality audits when required.
• Ability to comply with Quality System elements and administrative guidelines in a timely manner.
• Knowledge of and ability to make recommendations to customer regarding maintenance plans.
• Ability to read and interpret mechanical, optical and electrical specifications using drawings and manuals.
• Excellent time management and ability to prioritize with direction from supervisor.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent technical knowledge and problem-solving skills.
• Ability to follow all quality standards and safety protocol.
• Ability to teach and train customers in the field.
• Proficient in use of technology including computers (MSOffice/Outlook) and smartphones.

EDUCATION AND EXPERIENCE:

• Associate degree in a technical discipline or transcripts demonstrating core competence in a technical field required. In lieu of meeting educational requirements, four years of relevant work experience required.
• In addition to required education, one to two years of relevant work experience required.
• Experience with CRM and OEM software.
• Experience with electronics troubleshooting and repair.
• Laser and optical background.

PHYSICAL REQUIREMENTS:

• Position requires that the person have good close–up vision (color vision, depth perception and ability to focus), mental concentration and dexterity to be able to handle and identify small components.
• Ability to use fingers and hands to manipulate small parts.
• Must be capable of working in front of a computer for long periods of time.
• Must be able to move frequently, walk, stoop, bend, squat, and kneel.
• Must be able to lift tool cases and assorted service-related tools weighing 25 to 50 pounds.
• Must be able to lift ultrasound and laser systems and system accessories weighing up to 65 pounds.
• Must be able to travel (80%) to customer sites, offsite meetings, company-related functions, etc., on short notice. May include international travel at times.
• Must be able to work under stress/pressure to meet deadlines and customer objectives.

Lumibird Photonics USA Inc. is an Equal Opportunity Employer

We consider applicants for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, gender, marital status, veteran status, disability, sexual orientation and any other legally protected status.