The Job Responsibilities

Drager is hiring a Technical Service Rep II to work on-site in our Houston, TX office.

We are seeking an Technical Service Rep II to provide service to various Draeger modalities on Draeger sites or in customer facilities.  Promote customer satisfaction through achieving key service metrics (e.g. turn-around time).  Engages in professional verbal and/or written communication with relevant stakeholders (end users, Channel Partners, manufacturing reps.) when technical inquiries are received.

Responsibilities

• Under limited supervision and direction: Diagnose, evaluates, calibrates and repair nonfunctioning devices to OEM standards. Supports testing and repairing rental equipment for dispatch to customer sites. Prepare new devices for sale.  Support teams performing system installations, start up and commissioning’s, operational training for new installations and instruments. 
• Works on multiple modalities and various equipment as required by the position.  Additional modalities and equipment will have a moderate level of complexity. Must actively engage in learning to obtain the knowledge to be able to service complex modalities and have the ability to service all equipment.  Training plans will be specific to the position and needs of the organization.
• Effective communication skills are required to convey and communicate solutions to customers when onsite service is not practical.
• Assist customers with parts identification and documentation information. Provide first level technical support to customers and field representatives inquiries to guide them through troubleshooting equipment and technical issues. Maintain related call records and supporting documentation.  Escalate unresolvable issues as per defined processes and tracking systems (CRM).
• Using available technology, access service orders and customer information; document completed service work in a timely manner; view and utilize equipment documentation and diagnostic information. Manage service orders effectively and efficiently to provide high-quality services for Draeger customers.
• Effectively maintain work center inventory, input parts orders, and perform other electronic tasks and transfers as directed or required to effectively perform job responsibilities.
• Must be flexible with regard to working hours as may be asked to work on different locations, travel, or work other than normal business hours as customer needs demand.
• Complete assigned tasks effectively and efficiently meeting defined utilization and other metrics.  Performs other duties as needed and assigned.

Your Qualifications

• Associates in Electronics or related discipline or equivalent combination of education and experience. 
• Previous Field or Service Center experience.
• Strong customer communication skills.
• Computer networking experience preferred.
• 3-4+ years of experience in an industrial service environment, preferably with analytical instrumentation, with a demonstrated proficiency in performing in-house (shop) repairs and/or field repairs.
• Lifting/Physical Requirements: Must be able to lift equipment which can weigh in excess of 25 pounds.  Frequently works with hand tools requiring related strength and dexterity.