Lead Service Technician
We are a super high growth distributor in the science, research, and healthcare space who makes laboratory equipment.
- We have thrived during Covid as the sterilization, healthcare, cannabis and educational research sectors that we serve have grown during the pandemic.
- Onsite role in a state of the art brand new office located near Itasca/Schaumburg.
- Super high growth potential role, this person will lead a team of 2 technicians with a growth plan to 5 technicians to supervise in the next year. This role will have planned growth from lead to supervisor and to manager levels.
- Additional commission opportunity on top of the base salary
- Benefits are A+ with medical,dental, vision, 401K with match plus generous PTO package.
As an innovative and global corporation, we are a leader in the production of premium laboratory equipment. With our products and solutions, we support users in over 80 countries worldwide in their work. Everyday, we contribute to improving the quality of life of many people. We are passionate about service excellence and reliable smart solutions.
We are looking for a Lead Service Technician to coordinate technical service visits, in-house repairs, and troubleshoot customer issues. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
Responsibilities include, but are not limited to:
§ Provide service and customer support via email and phone.
§ Coordinate service workflow and parts for internal and external service.
§ Diagnose errors or technical problems and determine proper solutions and parts needed to fix the problem.
§ Manage all on-site installation, repair, maintenance and test tasks.
§ Ensure timely and detailed service reports are entered in the Service database before closing incident.
§ Follow all company procedures and protocols.
§ Cooperate with technical team and share information across the organization.
§ Comprehend customer requirements and make appropriate recommendations/briefings.
§ Build positive relationships with customers and promote products.
§ Train and mentor Technicians on service, customer relations, proper paperwork, and Service documentation retention.
§ Highly organized with exceptional follow-through abilities.
§ Strong verbal and written communications.
§ Update and create Service documents as needed.
§ Ensuring customer’s service needs are quickly and efficiently met to ensure customer satisfaction.
§ Quote customer for service needs.
§ Throughout US and Canada as needed.
§ Collaborative -- A dynamic personality that is collaboratively minded, can recognize and identify strengths, seek consensus around mutual goals, and build meaningful relationships.
§ Methodical -- Strong analytical, systems, and problem solving skills to evaluate performance, prepare reports, and recommend/implement solutions using independent judgment. Ability to move from concepts to action through strong program design and evaluation.
§ Reliable -- Leadership skills that reflect and value a team approach, demonstrated integrity, effectiveness, efficiency, and the ability to deliver high quality service. Highly capable of handling multiple tasks, projects and timelines. Excellent oral and written communications skills.
§ Trusted -- Ability to work with customers, partners, and staff of diversified backgrounds with a positive, optimistic, solutions oriented attitude. Shares a deep respect for the company values.
§ Driven -- Passion for the work and an interest in continuous learning and improvement
Preferred Experience and Qualifications:
§ Proven field service experience (a technical BS degree preferred).
§ Strong workflow experience to ensure workload planning and execution is completed in a timely manner.
§ Ability to recognize, troubleshoot and correct service laboratory equipment including autoclaves, rotary evaporators, and other products.
§ Experience with electronics, electronic testing equipment, electrical schematics, plumbing diagrams, mechanical drawings, testing equipment, and hand tools.
§ Adaptable to changing work schedules and address changes as needed.
§ Familiar with IQOQ, IQOQPQ, PM, and Calibration procedures.
§ Capable of developing and updating technical documents and procedures to meet customer needs.
§ Provide direct support to customers and Technicians.
§ Service Certificates a plus.
§ Understand electrical schematic drawings, technical manuals, procedures, and regulations.
§ Ability to carry out other tasks, perform physical labor, operate tools and machinery, and lift at least 50 lbs.
§ Ability to work in wet, damp, hot or cold places
§ Ability to stoop or kneel in order to gain access to work areas
§ Ability to work while standing for extended periods of time
§ Must be able to recognize and correct conditions which require maintenance work
§ Excellent interpersonal and verbal communication skills, with the ability to communicate in a professional and cordial manner with customers and co-workers.
§ Ability to work effectively in both individual and group settings.
§ Ability to coordinate the daily work flow of the department
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