Do you like to be busy? Do you like figuring out why an electronic product isn't working and then making it work? Are you able to perform fine-pitch soldering? Do you want variety in your work? Do you want a stable, friendly, flexible work environment? Please consider this role! As the repair technician in Monarch Instrument's Customer Service Department, you will have a variety of products to test, troubleshoot and repair. As a small company, we all wear many different hats as we continue moving towards success!
Job Summary
The individual in this position provides technical support to customers on assigned products and supports the RMA process. S/he is also responsible for evaluating, repairing, testing and calibrating Monarch manufactured products received from internal or external customers. Provides troubleshooting expertise for assemblies that fail during the production process.
Previous Education/Experience
Required Skills/Competencies
Job Responsibilities (E=Essential Function)
The duties and responsibilities of the Customer Service Technician include but are not limited to the following:
E: Disassemble, examine and test malfunctioning instrument(s) to component level in printed circuit board, if necessary, in order to identify and evaluate possible defects.
E: Repair instrument(s) by adjusting or replacing defective components, wiring and/or other parts.
E: Reassemble the instrument(s) and test for conformance to ensure unit is functioning within specified standards.
E: Perform NIST traceable calibrations as requested by customers.
E: Troubleshoot and repair (if possible) assemblies that fail during the production process.
E: Enter relevant repair/calibration information into computerized database which will enable tracking through the system, and complete all documentation required for each return.
E: Highlight and track trends of repeat issues/complaints and offer recommendations for corrective action and continuous improvement
E: Provide telephone support as required and document all customer contact and technical support recommendations into company database(s) to allow for proper follow-up and investigation. Concisely document problem description and resolution.
E: Provide back up to Customer Service Team Leader by initiating the process for product returns for warranty, repair, calibration or credits when appropriate, and assisting customers with RMA status as necessary.
E: Perform all job functions in a manner which ensures that all work is completed to the highest quality standards.
· Acquire Production assistance for detailed rework and/or soldering if necessary.
· Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and exhibit a sufficient amount of required skills/competencies. The requirements listed above 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.
Accountability and Reporting
· This position reports to the Customer Service Manager.
Supervisory Responsibilities
None. However, this individual may mentor or provide guidance to more junior technicians or Production employees.
PLEASE NOTE: We have no budget for relocation or sponsorship assistance.
Job Type: Full-time
Pay: $23.00 - $28.00 per hour
Expected hours: 40 per week
Benefits:
Schedule:
Travel requirement:
Application Question(s):
Experience:
Work Location: In person