CUSTOMER SERVICE TECHNICIAN

Job Description

Job Description

CUSTOMER SERVICE TECHNICIAN

Position Overview

The Customer Service Technician plays an important role in Elevate Healthcare’s mission to make the world safer, healthier, and more productive by empowering professionals across public safety, healthcare, and beyond to deliver CPR confidently in the moments that matter. As one of the largest providers of healthcare simulation, Elevate is well positioned to accelerate growth through expansion into the CPR training market with a first-to-market solution. Developed in partnership with the American Red Cross, this groundbreaking trainer presents a unique opportunity for a driven sales professional to champion an innovative product, and drive adoption among existing and new Elevate customers.

Location : University of Illinois, Urbana

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 Elevate Healthcare products meet performance and operation standards and customer expectations in efforts to achieve/improve customer loyalty to Elevate 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. The position requires excellent customer service skills and the ability to communicate effectively, both in writing and verbally, with customers regarding services performed. The position also requires strong time management skills. The Customer Service Technician is typically based in the field and travels to assigned locations.

Key Responsibilities

• Customer Service Technicians based in the field must expect to travel for job assignments 25% of the time (overnight).
• Receives assignments, contacts customers and coordinate travel arrangements.
• Repairs products at customer sites.
• Troubleshoot 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.
• Install patient simulators at customers’ locations.
• Maintains consistent communication with customers and builds 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 accommodation 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 programing, 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.

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 25% of the time.

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.

Key Personal Attributes

• Mission driven and passionate about making the world safer, healthier, and more productive.
• Intellectually curious, with a strong learning agility and the ability to leverage and adapt business intelligence tools to accelerate growth.
• Highly motivated hunter with a strong competitive drive; thrives in an autonomous environment and consistently engages with prospective customers.
• Results oriented. Has poise, grit and perseverance under pressure.
• Excellent interpersonal, verbal, and written communication skills.
• Conducts themselves with professionalism and humility. Succeeds through positive relationships and influence.
• Unquestioned ethics, integrity, intellectual honesty, and sound judgment.

About the Company

Elevate Healthcare was recently added to the Madison Medical portfolio of companies in February of 2024 with the acquisition from CAE corporation. Elevate designs, manufactures, and services healthcare simulation products used to educate nurses, doctors and medical professionals on the proper techniques and procedures to have confidence and competence in the life saving moments that matter. Currently, society is facing a significant shortage of nurses and doctors needed to treat an aging world population. Medical errors represent the third largest cause of death in the United States. Elevate plays a critical part in reducing medical errors and expanding the workforce for healthcare professionals to improve patient outcomes. Elevate serves all the major nursing and medical programs at hospitals, universities, nursing schools, medical schools, medical associations and medical technology manufacturers worldwide.

Madison Industries Holdings LLC is one of the largest and most successful privately held companies in the world. Driven by a mission to make the world safer, healthier, and more productive, the company is uniquely designed to foster, empower, and build exceptional companies and teams that are essential to collective health and well- being.

Founded 25 years ago by Larry Gies, Madison Industries has morphed from a "buy, build, sell" model prevalent among venture capital and private equity firms, into partnerships that mutually benefit customers, employees and the business owners who join it. Madison’s goal is to build something truly remarkable that will long outlast all of us. Through Madison’s strategy, the company has grown into an international manufacturing powerhouse. It has built market leaders in the filtration, medical, safety, healthcare simulation, industrial equipment, process improvement, instruments & controls, plastics, energy, and indoor air quality industries with combined enterprise value of nearly $20 billion. Its footprint spans across Europe, Asia and the Americas operating over 300 facilities in 40+ countries, with over 18,000 engaged employees.

Madison/Elevate Culture

Elevate is on a mission to make the world safer, healthier, and more productive by inspiring positive outcomes in healthcare. We are committed to an entrepreneurial culture built on a foundation of trust and a strong bias for action. The team at Elevate is committed to building something truly remarkable that long outlasts us while coaching others to reach their highest potential.

Elevate is part of the Madison Medical platform which has built its reputation by fostering three key attributes: Trust, Bias for Action, Entrepreneurial.

Elevate’s Values

Trust – Honesty and transparency are essential to the way we do business. We work with and build management teams we believe in and don’t add arrogancy, complacency or bureaucracy to the mix. We also believe in the power of the team and how critical trust is in that relationship. We work as hard for the person on our left and the person on our right as we do for ourselves. Consequently, our teams operate at the highest level of engagement and are inspired by our mission and their leaders.

Trust is:

• Open, honest, and transparent.
• Ethics and integrity are assumed, and anything less is not tolerated.
• We meet all our commitments.
• We are a team, and we can rely on each other.
• We are what we do, and we do what we say

Trust isn’t:

• An environment in which we have no oversight, approvals or control. Trust is a cultural attribute, not a management method.
• A set of rules and policies. Trust is earned, not legislated.

Bias for Action – Unless you continually work, evolve and innovate, you will learn a quick and painful lesson from someone who has! Consequently, we lean forward and challenge the status quo. And if there is an opportunity for us to make the world safer, healthier or more productive, we move quickly. In fact, we close our acquisitions in less than 30 days, providing minimal disruption to the companies with which we partner.

Bias for Action is:

• Bold and ambitious. We inject speed and velocity into our processes.
• We are not victims of things which we cannot control. We control outcomes through our own actions.
• We act with imperfect information; confident in our ability to adjust as necessary.
• We embrace change and see it as an opportunity to improve.

Bias for Action isn’t:

• Reckless decision making for the sake of speed.
• Ready, shoot, aim.
• An excuse for making poor decisions.

Entrepreneurial – Madison Industries is an operating company owned by the team that runs it. Madison has over 900 owner leaders in its ecosystem. The company is not publicly traded, so no quarterly earnings reports. It is not private equity, so no artificial 3-5 year timelines, which means you can build your company for the long term. Businesses are run locally by the entrepreneurial teams who have an 'owner's mindset' and are closest to the customer, product and the team best positioned to make decisions. Therefore, we partner and not acquire; consequently, the name stays on the door and the management team remains in place. This incredible ecosystem of companies will remain a part of the Madison family long after we are gone, ensuring that our companies can continue their missions.

Entrepreneurial is:

• We are self-reliant. We are gritty and tenacious.
• We have passion and perseverance for our long-term goals
• We are all salespeople at heart – and in our defined roles. 100% of our team members have the responsibility to be salespeople and to focus on customers.
• We are optimistic and believe we will be successful.
• We are adaptable and not set in our ways. We learn, grow and find ways to reinvent ourselves as circumstances change.
• We are ambitious. We want to great things and have great impact on the world.
• An attitude and approach to thinking that actively seeks out change, rather than waiting to adapt to change. It’s a mindset that embraces critical questioning, innovation, service and continuous improvement.
• Creativity and unwillingness to accept that there is not a better way. Constantly questioning. Constantly striving for improvement.
• Healthy paranoia – that leads to continuous innovation, improvement, and the like.
• Anticipatory and proactive – we constantly strive to be ahead of the curve.
• Recognition that we live in an "and" world, not an "or" world – our business requires us to balance multiple priorities with ambiguity and risk. We embrace this paradox and create operating constructs that allow us to make good decisions in that reality.

Entrepreneurial isn’t:

• A sense of entitlement.
• A free pass to do whatever you want because you are acting like an "owner".
• An operating construct that has no oversight, no central authority and no hierarchy.
• A product of the kinds of businesses or sizes of companies from which we came.

Elevate 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.