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Lead Field Service Representative - Chicago

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Location
Chicago, IL
Salary
$70,000 - $80,000
Job Type
Direct Hire
Date
Oct 17, 2017
Job ID
2525545

General Description:

  • Deliver technical support, installation assistance and technical advice to the dealer and dealer branches as needed
  • Visit customers when cases are escalated by Sales, Product Managers, Engineering, for difficult and unique cases to determine root cause and ensure improper installation is not a factor
  • Diagnose mechanical and system failures using established procedures and perform basic customer network installs.
  • Determines parts, supplies or tools to be ordered to complete service requests.
  • Relays any special problems to Supervisor of Technical Support following each call.
  • Deliver Initial Training on product fit and function, as well as, software interface and features to end users at the medical practice
  • Provide courtesy follow up calls on newly installed products within 2 weeks
  • White glove service on more complex installs that could include, intra-oral and panoramic x-ray systems.
  • Field support for Key Opinion Leader (KOL) and Test Sites.
  • Coordinate schedules of other Field Service Representatives
  • Through regular visits with dealers and branches, identify product and technical training needs.
  • Training and Co-Travel with dealer field techs
  • Support the Technical Call Centre in times where no Product Training, Installations or Repairs are conducted
  • Establish a reliable partnership with the dealer’s sales and service reps at the individual branches
  • Employee is expected to identify prospects within medical  office locations.
  • Attend Tradeshows as needed

Work Experience Requirements:

  • AS Degree, Technical School-Engineering degree or equivalent level of business experience
  • At least 8 of years experience as a field service technician or field repair technician in a medical environment required.
  • Experience with basic tools as well as a basic working knowledge of mechanical and electrical systems required
  • Imaging/PC experience required, network knowledge preferred
  • Previous X-Ray experience preferred
  • Experienced in solving product issues at dentist offices under time pressure 
  • Must be able to travel 80%
  • Electrical, schematic reading, plumbing, mechanical or carpentry skills are helpful.
  • Must be able to lift 100 lbs.

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