What are the responsibilities and job description for the Technical Support Representative position at BeaconMedaes?
Your role
BeaconMedaes is seeking a skilled Technical Support Representative to provide first-class support for Medical Gas and Laboratory equipment. This is a full-time, onsite position based in Rock Hill, South Carolina. The role focuses on minimizing phone call waiting times and collaborating with other support team members to ensure multi-layered coverage and maintain low levels of lost calls.
Responsibilities Are Focused On The Following
Aftermarket Technical Support (80%) – Provide BeaconMedæs technical support to customers, field sales, field service and internal departmental personnel, regarding Medical Gas products marketed throughout the U.S. Review new products and product information from a field/aftermarket perspective to determine service feasibility and required aftermarket resources and/or services. Visit customer sites, as and when required, to inspect equipment in special and difficult cases which could not be resolved by BeaconMedæs field operations. Evaluate and approve warranties, per warranty policy.
Customer Service (20%) – Approve warranties for both internal and external customers. Review BeaconMedæs aftermarket feedback on product performance and operational issues. Forward feedback to appropriate departments/authorities/divisions and initiate corrective actions to bring these issues to prompt, satisfactory resolution. Liaise with technical support engineers at BeaconMedæs to expedite the timely and appropriate resolution of service issues.
Perform assigned duties in accordance with BeaconMedæs standards, while always striving to provide timely support for the Customer and field personnel. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done. Perform other duties as assigned.
To succeed, you will need
Experience
4-year technical or engineering degree or related experience
Skills
Some travel to support field service activities may be required.
In return, we offer
Here at BeaconMedaes, we play a vital role in helping healthcare facilities sustain patients when they are at their most vulnerable — and innovation is a huge part of our lifeblood. Our brand promise, “Life is in the Details,” represents one of our core values, as patient lives literally depend on our work. And when new employees join our team, we strive to ensure they understand that medical gas is a life-safety system and a critical asset in healthcare facilities. One day, one of our moms, dads, grandparents, or children could be a patient — and we aim to ensure that every solution we provide is up to the standards that we would want for them.
Further, we know that the longevity and success of BeaconMedaes would not be possible without our people — the BeaconMedaes family. We are supported by employees who are passionate about taking care of customers, and we know that this passion is the key to our prosperity.
At BeaconMedaes We Offer Attractive Benefits Including
BeaconMedaes has been the center of the medical gas world for more than 70 years. We are a leading solutions provider in the education, design, manufacturing, supply and service of piped medical gas and laboratory gas systems. Our main corporate office and competence center for medical and laboratory gas expertise is located in Rock Hill, South Carolina.
Learn more at www.beaconmedaes.com
BeaconMedaes is seeking a skilled Technical Support Representative to provide first-class support for Medical Gas and Laboratory equipment. This is a full-time, onsite position based in Rock Hill, South Carolina. The role focuses on minimizing phone call waiting times and collaborating with other support team members to ensure multi-layered coverage and maintain low levels of lost calls.
Responsibilities Are Focused On The Following
Aftermarket Technical Support (80%) – Provide BeaconMedæs technical support to customers, field sales, field service and internal departmental personnel, regarding Medical Gas products marketed throughout the U.S. Review new products and product information from a field/aftermarket perspective to determine service feasibility and required aftermarket resources and/or services. Visit customer sites, as and when required, to inspect equipment in special and difficult cases which could not be resolved by BeaconMedæs field operations. Evaluate and approve warranties, per warranty policy.
Customer Service (20%) – Approve warranties for both internal and external customers. Review BeaconMedæs aftermarket feedback on product performance and operational issues. Forward feedback to appropriate departments/authorities/divisions and initiate corrective actions to bring these issues to prompt, satisfactory resolution. Liaise with technical support engineers at BeaconMedæs to expedite the timely and appropriate resolution of service issues.
Perform assigned duties in accordance with BeaconMedæs standards, while always striving to provide timely support for the Customer and field personnel. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done. Perform other duties as assigned.
To succeed, you will need
Experience
- Solid understanding of mechanical and electrical components
- Experience in compressed air and/or Medical Gas Systems
- Experience with Atlas Copco Z and GA compressors is recommended
- Proficiency with computer software applications (Microsoft Office).
- Ability and desire to provide a high level of support to customers (both internal and external).
4-year technical or engineering degree or related experience
Skills
- Must be able to work independently and as part of a team
- Must have a positive attitude and be highly service oriented
- Must have phone skills and be a productive member of the technical Support Call Team
- Strong mechanical and electrical skills, with an understanding of mechanical and electrical components and the ability to interpret wiring diagrams and relay logic
- Must also have excellent organizational, interpersonal and verbal and written communication skills
- Must be proficient in the use of Microsoft Office, including Word and Excel, as well as Outlook
Some travel to support field service activities may be required.
In return, we offer
Here at BeaconMedaes, we play a vital role in helping healthcare facilities sustain patients when they are at their most vulnerable — and innovation is a huge part of our lifeblood. Our brand promise, “Life is in the Details,” represents one of our core values, as patient lives literally depend on our work. And when new employees join our team, we strive to ensure they understand that medical gas is a life-safety system and a critical asset in healthcare facilities. One day, one of our moms, dads, grandparents, or children could be a patient — and we aim to ensure that every solution we provide is up to the standards that we would want for them.
Further, we know that the longevity and success of BeaconMedaes would not be possible without our people — the BeaconMedaes family. We are supported by employees who are passionate about taking care of customers, and we know that this passion is the key to our prosperity.
At BeaconMedaes We Offer Attractive Benefits Including
- Excellent compensation package, including a flexible benefits plan, and 401 (k) retirement plan
- Health insurance/ Dental insurance/ Vision insurance
- Paid time off
- Life & Disability insurance plans
- Various wellness programs
- Voluntary benefit programs available including pet insurance, legal plans, identity protection, etc.
- We offer education assistance after 1 year of employment
- Opportunities for professional development
- We provide a collaborative, inclusive, and flexible work environment
BeaconMedaes has been the center of the medical gas world for more than 70 years. We are a leading solutions provider in the education, design, manufacturing, supply and service of piped medical gas and laboratory gas systems. Our main corporate office and competence center for medical and laboratory gas expertise is located in Rock Hill, South Carolina.
Learn more at www.beaconmedaes.com
