Job Description

HOW TO APPLY:

• The application process is redirected from ZipRecruiter to our website, where you will be required to complete our company application to be considered for the role.
• Anyone who does not complete this 2-step process will not be considered for the role.

JOB SUMMARY:

Identifies, researches, and resolves technical issues of moderate to advanced complexity as related to Midmark products. Accurately documents service requests and escalates to the next level of support (i.e. engineering, quality, product management) where applicable within a timely manner. Collaborates with engineering and/or external vendors to find resolutions to new technical issues. Creates and maintains department procedures and ensures key performance indicators are maintained. Participates and engages in continual process improvement objectives (MPS). Participates in changes/initiatives or processes designed to provide inputs into quality, regulatory, and product realization processes. Takes initiative in completing objectives and can multitask effectively. A wide degree of creativity and latitude is expected.

ESSENTIAL/PRIMARY DUTIES:

• Identify service part numbers/pricing for customers.
• Maintain a good rapport with internal and external customers.
• ln depth knowledge of testing and updating various Midmark products.
• Record and categorize customer complaints within Midmark’s incident management application so high impacting customer issues can be trended and acted upon.
• Participate in the continuous improvement program (MPS).
• Provide mentoring, training, and motivation to teammates to ensure high-quality team accuracy and timeliness of responses.
• Participates in initiatives or processes designed to provide inputs into quality, regulatory, and product realization processes.
• (Lincolnshire/Torrance) Troubleshoot moderate to advanced complexity product software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
• (Lincolnshire/Torrance) Troubleshoot moderate to advanced complexity Windows operating system and network communications issue.
• (Torrance) Assist in the remote installation/validation of moderate to advanced complexity Midmark products in preparation of onsite clinical training for enterprise accounts.
• (Torrance) Create and maintain Midmark product support resources such as training plans, troubleshooting guides, and work instructions.
• (Versailles/Lincolnshire) Dispatch independent or dealer service technicians for warranty repairs.
• (Versailles/Lincolnshire) Troubleshoot electro-mechanical issues.
• (Versailles) Troubleshoot Pneumatics / Hydraulics issues.
• Other duties as assigned.

SECONDARY DUTIES:

• The candidate must be willing to occasionally travel to customer sites for installation assistance, repair, and/or training of Midmark products as needed.
• (Torrance) The candidate must be willing to occasionally provide after-hours customer support (i.e. customer go-lives)

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree in Information Technology, Engineering or equivalent from a four-year college or technical school preferred. At least 3 years of previous experience preferred or a combination of education and experience.
• (Lincolnshire/Torrance) Network+ Certification required or ability to obtain.
• (Torrance) Microsoft Technology Associate (MTA) – SQL Database Certification preferred or ability to obtain.
• (Versailles/Lincolnshire) 3 years of manufacturing experience or related field service experience.
• Bilingual (Spanish) is a plus.

COMPETENCY/SKILL REQUIREMENTS:

• Ability to lead teammates in department changes/initiatives.
• Supports Technical Service Specialists I with escalated service requests and other daily activities.
• Ability to research new issues and find acceptable workarounds and/or solutions within a timely manner.
• Ability to interact with the Engineering team and vendors to resolve complex issues.
• Ability to participate in a cross-functional team focused around product improvement/development.
• Ability to use test and repair equipment.
• Ability to work with different personality types while remaining tactful and diplomatic.
• Must be a self-starter with the ability to work with minimum supervision.
• Ability to multitask and resolve issues analytically.
• Ability to plan, organize, coordinate, and sort priorities to achieve timely quality results.
• Must possess excellent verbal and written communication skills.
• Understanding and ability to engage in MPS skills and concepts to develop a continuous improvement culture.
• (Lincolnshire/Torrance) ln depth knowledge of computers, operating systems, and networking.
• (Versailles/Lincolnshire) Ability to teach service schools.
• (Versailles/Lincolnshire) Ability to interact with the Engineering team to solve complex issues.
• (Versailles/Lincolnshire) Ability to read electrical and hydraulic schematics and use associated test equipment such as a multimeter.
• (Versailles/Lincolnshire) In-depth knowledge of electrical, mechanical, and pneumatic systems.

PHYSICAL DEMANDS:

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

While performing the duties of this job, the teammate is regularly required to see, talk, and hear. The teammate frequently is required to sit and use hands. The teammate is occasionally required to reach with hands and arms. The teammate must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the teammate is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.

ADDITIONAL INFORMATION:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

REMINDER - HOW TO APPLY:

• The application process is redirected from ZipRecruiter to our website, where you will be required to complete our company application to be considered for the role.
• Anyone who does not complete this 2-step process will not be considered for the role.

MIDMARK EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER – MINORITIES/FEMALES/DISABLED/VETERANS

Company Description

At Midmark, we believe that who's using our technology is every bit as important as how and why it’s being used. We are the only clinical environmental design company that enables a better care experience at the point of care in medical, dental, and animal health. Through the harmonization of space, technology, products, and workflows for caregivers and patients at the point of care. This is meaningful because better care environments contribute to better outcomes for all. Our teammates are empowered by a culture that embraces change, inspires creativity, and encourages open minds to new ideas and free-thinking.