The National Service Center Technician is responsible for ensuring company products meet performance specifications prior to shipment to customers. Performs in-house repair, maintenance, installation of company products to ensure product performance meets specifications.

The position follows standard practices and procedures in analyzing situations to diagnose mechanical, hardware, software and system failure. Determines most cost-effective repair/resolution to ensure instrumentation is ready and available for customer shipments. Documents all activities in a manner compliant with company's quality procedures.

This position is responsible for ensuring and maximizing customer satisfaction with company products and services.

Essential duties and responsibilities:

• Following standard practice and procedures, prepares company products for shipment to customers. Verifies all applicable assays are run and meet performance specifications.
• Records performance results and completes checklists to document instrument performance. Ensures all repair and preparation activities are documented within CRM system.
• Verifies instruments accessories, manuals and supplies are accurately shipped with each instrument.
• Repairs and maintains demo instruments (Tech Trans units). Performs preventative maintenance, and installs authorized modifications as described in Technical Service Bulletins to ensure on-time completion.
• Prepares new computer hardware and loads current version software to include the most recent approved software versions. Prepares replacement hard drives with the appropriate software image for use to repair customer systems.
• Responsible to ensure warranty parts used to repair instruments are accompanied with failure details and provided to purchasing group to apply for warranty credit.
• Facilitates disposition of returned instruments and determines instruments status (return to manufacturing, salvage or hold in quarantine).
• Maintains service shop inventory parts and shop floor items are ordered and used within expense and budget guidelines.
• Responsible for shop organization to ensure service shop is clean and organized.
• May provide telephone support to customers and support personnel as required
• Maintains expenses within departmental guidelines and controls inventory and all company property
• Promotes effective, positive, and productive communication among team to ensure and maximize teamwork.

Administrative Duties:

• Documents and processes all service and customer account related reports, updates, and emails in a timely and professional manner, compliant to all quality procedures and in accordance with company policies.
• Completes all expense reports, time keeping and status update in accordance with company policies.

Education and/or Experience:

• Requires an Associate's degree or related field or high school diploma and 2 years of technical school or equivalent military training or equivalent work experience.
• Requires up to 2 years of experience repairing or servicing mechanical/system hardware and software.
• Requires basic knowledge of troubleshooting electronics and electro-mechanical systems.
• Requires good written/ verbal communication skills.
• Requires ability to work collaboratively with colleagues and staff to create a results-driven, team-oriented environment.