CUSTOMER SERVICE TECHNICIAN at CAE USA in Philadelphia, Pennsylvania

Job Description:

Role and Responsibilities

CUSTOMER SERVICE TECHNICIAN, TRAVELING FIELD POSITION

*Ideal candidate will be based out of the following location:

Philadelphia, Pennsylvania

Washington D.C or Baltimore, Maryland

JOB PURPOSE SUMMARY:

The Customer Service Technician provides post sales customer support services such as installation, preventative maintenance, customer training, on-line support or technical consultation as required to ensure customer purchased CAE products meet performance and operation standards and customer expectations in efforts to achieve/improve customer loyalty to CAE Healthcare. The Customer Service Technician must possess a high level of technical troubleshooting skills and the ability to make decisions regarding repairing and servicing customer equipment. He/she must possess excellent customer service skills and the ability to communicate effectively with customers regarding services performed. He/she must also possess excellent time management skills as well as communication skills (written and verbal) with customers and colleagues. The Customer Service Technician is typically based in the field and travels to assigned locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Service Technicians based in the field must expect to travel for job assignments 80-90% of the time (overnight) as well as 10-20% of the time working in-house repairs and/or customer phone support.


• Customer Service Technicians based out of the CAE Healthcare office in Sarasota, FL typically must expect to travel for job assignments up to 60-70% of the time (overnight), up to 25-40% of the time handling customer phone support, and 10-15% of the time working in-house repairs.


• Receives assignments, contacts customers and may coordinate travel arrangements.


• Repairs products at customer sites, and when at CAE Healthcare office in Sarasota, FL supports clients through phone support.


• Troubleshoots complex issues.


• Diagnoses issues and places orders for replacement components/parts.


• Troubleshoots to assembly level as necessary and replaces with reworked parts from the factory as available.


• Updates case reports and manages returning parts, cases, and expenses.


• Installs AVS products/equipment on ceilings and walls.


• Stays in constant contact with our customers and maintains strong relationships.


• Supports trade shows and demos as requested.


• Manages expense reports in a timely manner.


• Other duties may be assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Customer Service Technician must have the following skills:

Must maintain great relationship skills and demonstrate the following competencies:

• Dedication to quality and customer.


• High level of autonomy.


• Great oral and written communication skills.


• Ability to interact well with people at different levels.


• Ability to handle complaints and provide solutions for difficult situations.


• Ability to plan and arrange travel and site activities.


• Ability to instruct and provide orientations.


• Ability to manage time, complete required documentation and close cases.


• Ability to provide technical support through the phone.


• Ability to comprehend and follow programming, knowledge of calibration and test procedures.


• Ability to read wiring diagrams and schematics.


• Ability to utilize concepts of electricity and fluids.


• Ability to utilize concepts of computer networking.


• Ability to observe symptoms and develop strategies to narrow problem to root cause.


• Ability to disassemble and repair complex assemblies.

REQUIRED EDUCATION and/or EXPERIENCE:

• Associate degree or technical certification in engineering (electronics or robotics) or related technical experience of at least 5 years, including 3 years supporting clients in the field or by phone

PHYSICAL REQUIREMENTS:

• Ability to sit/stand for long periods of time.


• Ability to climb ladders for installations.


• Ability to lift up to 50 pounds.


• Dexterity and Ability to use/manipulate a variety of tools.


• Ability to travel up to 90% of the time.

FLSA Status: Full Time, Non Exempt

CAE is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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Position Type

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we're proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.