Technical Support Technician

Description

Reports To: Global Sales & Tech Support Manager FLSA Status: Exempt

We are seeking an experienced Technical Support Specialist to provide customer support, troubleshooting, and maintenance for our medical laboratory instruments. This is NOT an IT help desk role - you will be working directly with clinical labs and healthcare professionals to ensure their medical equipment runs smoothly.

SUMMARY: The Technical Support Technician will troubleshoot, repair, and maintain laboratory or medical equipment to assist and work directly with our customers supporting them by solving their technical questions and developing a working knowledge of Awareness Technology, Inc. (ATI) products. Excellent record keeping and follow-up as well as problem solving skills will be needed to resolve issues and meet or exceed customer expectations on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Troubleshoot, repair, and maintain laboratory or medical equipment
• Develop technical expertise regarding our products, systems, and services.
• Document problems and solutions in the Tech Support central database; prepare service reports and documents technical service problems to Sales Management. Follow up on open issues.
• Deliver service and support to end-users using telephone support and remote connection or over the Internet; troubleshoot and diagnose user issues regarding ATI products. Record all communication.
• Review technical manuals and attend training sessions. Explain and demonstrate how to operate ATI laboratory equipment.
• Repair a range of electronic, electromechanical, and hydraulic subassembly's for equipment. Proficient using hand tools, such as screwdrivers, wrenches, and soldering irons. Additional understanding using electronic tools, such as multimeters and computers; and reading schematics depending on the repair.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues, test and calibrate equipment, repair and replace parts, perform preventive maintenance and service.
• Perform physical service repairs and preventative maintenance to ATI products, in the field, at customer laboratory or office, and in the Awareness Technology service department and internal departments as needed.
• Communicate effectively with other areas of the company to report on technical problems that affect instrument performance and customer's perceptions. Record all technical service issues that customers are complaining about, and exceed customer expectations to provide feedback to Awareness Technology Sales, Engineering and Quality Assurance.
• Travels to client sites, or works with clients at the factory, to install product or upgrades, and teach users to operate, maintain, and troubleshoot.
• Tracks product upgrades and helps customers take advantage of them.
• Assists with programming new applications and with troubleshooting of product and application problems

QUALIFICATIONS

• Proficiency with computers, MS Office required
• Experience with laboratory instruments and reagents, preferred
• Strong organizational skills and attention to details
• Ability to use discretion and make decisions independently
• Travel domestically and international as needed
• Must be able to obtain and maintain a passport for International travel
• Must hold a valid driver's license

EDUCATION and/or EXPERIENCE

• 2yr Electronics Engineering Technology (EET)
• 3 or more years of fast-paced work environment experience is required
• Experience troubleshooting via telephone or email, a plus
• Excellent written and verbal communication skills required
• Experience working with a team to solve problems and achieve goals

LANGUAGE SKILLS

• Must be able to communicate effectively with others
• Spanish written and verbal communication skills, a plus

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to stand and/or move while performing job duties
• The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 35 pounds
• Exemplary attendance and punctuality
• Visual acuity requirements including color, depth perception, and field of vision. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading
• Must have dexterity of hands and fingers to operate equipment; hearing and speaking ability to exchange information in person or on the telephone; sight ability to read schematics and information

Skills testing are a required part of the application process for each position.

Awareness Technology, Inc. is a Drug Free Workplace and an Equal Opportunity Employer. Hiring decisions are administered without regard to race, ancestry, color, religion, sex, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, gender identity, or any other basis protected by law.

To apply:

Founded in 1982, Awareness Technology, Inc. located in Palm City, FL, USA is known as a worldwide leader in clinical laboratory instruments and diagnostic kits for the low to medium throughput lab.


Awareness Technology products are used primarily in IVD but also life science research, food safety, veterinary, and environmental applications. Specializing in Immunochemistry, and Biochemistry, Awareness Technology manufactures automated and semi-automated systems with emphasis on quality, reliability, & economy. Products include chemistry analyzers, equipment for routine health screening, autoimmune, and infectious disease testing. Products are designed and manufactured in Florida under the ISO 13485:2016 certified QMS standard. (ISO documentation is available upon request.)


The company cooperates with customers who need open or closed systems, designed and manufactured to custom specifications, OEM, or private labeling . We look forward to servicing your immediate needs and developing long-lasting, mutually rewarding relationships.

Our Vision

Awareness Technology, Inc. began in 1982 with a vision to become the first name in small instrumentation design. As we have grown with the industry, we have expanded our scope to include, test kits. In addition to its ELISA manufacturing in Miami, Awareness Technology manufactures biochemistry kits in India. Products are packaged for open and closed systems under the brand name i-denti and i-chem.

Today we are proud to be known worldwide as a leader in clinical laboratory instrumentation, reagents and assays for small- to medium-sized labs.

Our Mission

We will offer impeccable quality, creative, exciting and effective products, with obvious value.

We will be known worldwide for our ability to readily resolve seemingly complex requirements with quick, simple and affordable instrument and reagent solutions.

We will not seek to merely satisfy our clients, but instead to impress upon them the knowledge, organization, individual attention, flexibility, courtesy, and professionalism so that their referrals will become our primary source of new business.

We will endorse the practice of continuous improvement, promote our interests aggressively, support free enterprise, play fair and earn a profit.

We will reinvest profits for the further attainment of our corporate mission. Our employees will be smart, loyal and dependable.

We will honor our company and ourselves by all we do.