Senior Field Service Technician

The Senior Field Service Technician will provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer product issues and complaints. Provide prompt, effective communication with customers and internal collaborators. Provide accurate and timely documentation that details field activity expenses, time distribution, and other information as required. Regularly interact and build strong relationships with internal colleagues and external customers. Maintain company assets securely and in working order.

Territory Management

• Responsible for management of customers’ equipment within designated territory.
• Provide a high-level customer service experience; consisting of timely and consistent communication to customers and internal team members, ability to troubleshoot effectively, repair or solution issues as needed with little to no assistance from other team members.
• Perform repairs, software/firmware upgrades, and new installations.
• Manage the territory work queue effectively and schedule customer calls as needed.
• Maintain trunk stock, tools, and the vehicle needed to service the territory.
• Obtain necessary credentialing as needed for customer facilities.

Training

• Complete internal training to perform job duties as required.
• Participate in ongoing learning and recertification when needed.

Travel

• Expect 80%-90% Travel with 35%-50% overnight requirements.
• Varying territory sizes determine the amount of overnight stay requirements.
• Assistance to other outside territories when needed.
• Travel to be extremely heavy for the first 3-6 months of onboarding.

Documentation

• Detail oriented documentation of service reports.
• Accurate Labor, Travel, and Parts billing.
• Email and phone interactions with customers documented against work orders.

Administrative Duties

• Timely e-mail/phone communication, expense reporting, time entry, inventory, and vehicle service

Education and Experience

• Associate’s degree in technical field or equivalent military experience required and 5 years of field service work experience, or
• 10 years of experience with medical device service, preferably with respiratory diagnostics equipment
• IT or networking experience supporting proprietary and standard applications a plus

Specialized Skill or Knowledge

• Effective customer interaction and communication skills.
• Self-starter and motivated to perform optimally during times of stress or demand.

Essential Duties

• Ability to safely and lawfully operate a motor vehicle.
• Must be able to lift a minimum of 50 lbs. without limitations or constraints.
• Effective Time Management
• Credentialing: Employee shall secure and maintain the credentials required by Jaeger Medical and its customers. Securing those credentials may require mandatory vaccinations and other tests.

Working Conditions

• Work remotely with minimal direction or guidance. Regular hours and overtime eligibility.