Senior Technical Coordinator

Summary

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

OTHER SPECIFIC FUNCTIONS OR DUTIES

• Provide phone support/remote assistance to customers and to Field Service Representatives as required to achieve resolution of service need in a timely manner.
• Order spare parts for assigned customers including replenishing spare parts kits for warranty and contract customers, to ensure they can operate their Varex equipment according to technical and safety guidelines with the highest level of satisfaction.
• Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure accurate updated customer maintenance information is available to other Varex parties.
• Maintain up-to-date technical documentation, in order to permanently keep informed regarding all operating characteristics, design factors, technical performance and developments of Varex products.
• Maintain a high degree of professional knowledge and safety consciousness according to Varex guidelines in order to perform activities under the safest working conditions.
• Instrumental in the development of new servicing techniques and the writing of service documentation.
• Adept at training to other field personnel.
• Report by means of FSR’s, time sheets, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available.

SKILLS, KNOWLEDGE, TRAINING AND CERTIFICATIONS

Minimum Required Skills and Knowledge

• Expert knowledge of and sound professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment.
• Expert knowledge of and sound professional technical experience with micro-computers/PC based systems
• Customer focused attitude
• Expert at defusing the most difficult customer situations
• Articulate and skilled in interpersonal communication
• Fluency in the local language and in English, both written and spoken

Other Desired Skills and Knowledge

• Expert computer usage and debugging skills
• Expert ability to identify and repair complex software and network problems.
• Highly proficient at diagnosing and solving complex mechanical problems, including simple vacuum leaks.
• Identify and resolve imaging system defects.

Required Certifications and Training

• Obtains and completes LMS training plan specific to assigned responsibility.

Experience Level with Business Tools

• Familiar with business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Experience with SAP or equivalent ERP product and productivity software desired.

LEVEL DESCRIPTION Skill

As a skilled specialist, completes tasks in resourceful and effective ways.

Job Complexity

Works on assignments requiring considerable judgment and initiative. Understands implications or work and makes recommendations for solutions.

Supervision

Determines methods and procedures reviewed by others on new assignments. May be a formal or informal team leader.

Typical Education and Experience

• Associate Degree or equivalent experience
• 6 - 8 years of related experience