#CB Belimed is one of the leading global suppliers of innovative cleaning, disinfection and sterilization solutions for Medical and Life Science. We have almost 1,200 employees in 10 countries who have been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC which is consistently voted one of the best places to live and visit in the world.
Field Service Support Technician - Life Sciences
Your tasksThe Service Technician / Technical Support Equipment Specialist completes equipment installations, repairs and preventive maintenance in accordance with Belimed specifications, working with customer contacts, project management, local service teams, and leadership. The Service Technician / Technical support specialist ensures our customers have a great experience with Belimed equipment by ensuring our systems are installed correctly and scheduled maintenance and repairs are performed on time with high quality. Additional responsibilities are providing first line technical support via phone aimed at resolving customer problems via troubleshooting, problem solving, specialized infection control knowledge and the ability to utilize all available resources and technologies to achieve total customer satisfaction. This position interacts with all levels of the organization including Field Service Technicians, Belimed Technical Product Managers, Engineering, Inventory Control, and Supply Chain.
How you will impact Belimed and our clients
Perform unit installations, repairs and preventive maintenance working independently with little or no supervision or direction.
Provide progress reports, communicate and escalate issues to the customer, Customer Service Manager, Regional Director, Project Manager, and Account Executives when necessary.
Ensure customer satisfaction with product installation, repairs and preventive maintenance.
Provide guidance to customers regarding installations variances from specification. Attend construction meetings with customers or contractors, (when necessary) to discuss utilities/space requirements and establish installation timeframes. Ensure the installation site is clean and prepared for turnover, ensuring complete customer satisfaction is achieved.
Perform installation of all Belimed products, including; un-crating, setting products in place, leveling, connecting utilities to the system, and testing / SAT. Complete all required service documentation associated with the installation activity, start up testing, and the Operational Qualification checklist.
Maintain accurate records in SAP/NeoMobile for all work performed. Close out installation and preventive maintenance documentation by completing total labor and travel hours applied to the work order. Complete installation and preventive maintenance documentation to appropriately document activities, including follow-up actions required.
Participate in customer/contractor safety orientation training ensuring required PPE is used and implement preventative safety practices. Abide by all Belimed and customer health & safety protocols and procedures.
Provide customers’ support team with initial engineering in-service.
Ensure professionalism in both appearance and behavior is maintained at all times at customer site.
Follow customer policies and requirements while performing all installation activities.
Troubleshoots, analyzes, prioritizes, and resolves and/or facilitates resolutions for all problems dealing with in-use equipment.
Receives and then assures that all reported quality issues are logged in the appropriate database and will communicate back to the field any relevant resolutions.
Dispatches any non-resolved technical issues to field service for onsite resolution.
Provides moderate to high level technical support to field service technicians and to customer technicians
Maintains data integrity in all aspects of customer contact, beginning with the initial customer contact (case initiation) through service support (work order initiation/resolution), billing, quality collection (issues, solutions), and case closure.
Demonstrates superior customer service skills by keeping a positive, caring, can-do attitude and by providing timely updates.
Responds to daily customer phone contact to resolve technical/part identification/procurement problems.
Communicates with field service technicians as required through all available methods.
Fully utilizes and updates the internal databases available. Inputs, monitors, and updates appropriate databases to ensure accurate, timely data that can be used to solve, track and prevent problems. Develops and utilizes processes within the data management system that improve communications, gain efficiencies, and reduce administrative burdens across the Belimed organization.
Effectively communicates actions that have been taken and current issue conditions when escalating problems to 3rd level.
Tracks and maintains documentation on department measures.
All other duties as assigned
What you need to succeed
Demonstrated proficiency in technical and customer-facing situations.
Ability to successfully interact with both non-technical customers and technical support staff at customer organizations
Excellent written and verbal communications skills
Must be fluent in standard business software programs.
Must be independent, self-motivated and success-driven, yet willing to work within a team environment
Must be able to prioritize own workload under pressure
Excellent customer service skills
Position requires lifting (up to 50 lbs.), bending, squatting, sitting, standing, and twisting
Must travel to customer sites that include, but are not limited to: laboratories, pharmaceutical production facilities and animal research centers, often times in a construction environment
Ability to work nights, weekends and holidays as business need dictates
Ability to support rotating on-call schedule and provide emergency services, 24/7/365
Must be able to travel overnight. Travel as much as 80% away from home.
3 - 5 years Technical Support experience or Customer Service experience
Experience in interpretation and modification of blueprints, technical literature/drawings and C.A.D. drawings required.
Capital equipment installation experience preferred
Experience troubleshooting steam, water and pneumatic process control and PLC systems
Experience working in the Biotech / GMP field is preferred
Experience using power/air tools, OSHA 30 Certification in Construction Safety is preferred, but not required
