Apply on Employer Site

IMRIS · 1 day ago

Customer Service Technician

Chaska, Minnesota, United States

Full-time

Hybrid

Mid Level

$30/hr - $33/hr

IMRIS Imaging, Inc. is a leader in image guidance solutions, providing integrated image-guided therapy environments. The Customer Service Technician (CST) is responsible for assisting with the installation, service, maintenance, and modification of IMRIS Imaging’s intraoperative imaging theatres, ensuring customer satisfaction and operational efficiency.

Health CareMedicalMedical Device

Responsibilities

Assist with installation, corrective service, preventative maintenance, and modifications on equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision

Assist with system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery

Assist with corrective service on existing customer systems upon customer complaint/product failure

Assist with proactive maintenance per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients

Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline

Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system. Document and process complaint information per defined protocol

Complete all service and installation activities consistent with international quality standards. Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention

Perform necessary administrative duties accurately and in full per defined standards

Provide field feedback, identify corrective and preventive measures, support process improvements, and implement Service project plans as needed

Align with the Service Methods Specialist and other CSE members to solve unique product failures and service issues

Build and maintain productive working relationships with customers, peers, and business partners

Develop, update, and maintain installation and service procedures, tools, and equipment

Assist, and/or lead as appropriate, Service activities and projects driven by business, functional, product or customer need both in the office and field settings. Manage schedule, time commitment, and deliverables amongst field service responsibilities

Support departmental goals and business objectives

Maintain the Lab MRI systems as a safe and effective work site for the IMRIS organization

Maintain the CS cage and Tools, including calibrated tools and shipping to and from sites as required

Perform or coordinate scheduled maintenance on MR systems, Lab equipment and controlled/calibrated tools within Customer Service control in the Lab

Assist Sr Lab Technician with close control of modifications to Lab systems, related documentation and system state logs

Required overnight travel for on-site customer service of approximately 40-60%; remaining time to be spent at IMRIS office to fulfill job responsibilities as defined above

Required to be onsite at IMRIS office for a minimum of 3 days per week, aligning with IMRIS team days

System installations may require travel of up to 14 days onsite

Qualification

Repairing medical equipmentTroubleshooting complex problemsProficient in Microsoft OfficeUsing standard hand toolsCustomer relationship skills

Required

Experience with repairing, maintaining, and testing capital medical equipment; aptitude to troubleshoot, analyze and formulate solutions to complex problems

Strong mechanical and electronics/computer background is preferred

Must be proficient in the use of standard hand tools and service test equipment

Must be proficient with PC and various Microsoft Office applications

Able to work both individually and in an established team setting

Strong customer relationship skills, build trust over time by producing results that match commitments

Ability to travel and provide service/field support in assigned geography and regionally within the US; ability to support international sites if/as requested

Willingness to participate in on-call rotation

Valid driver's license and good driving record required

Must be willing to work varying hours and up to approximately 30% overtime, as business needs dictate and change

Able to lift 50 pounds

Able to work in an MR healthcare environment