Job Description

DESCRIPTION / JOB SUMMARY:

The main focus of this position is to work closely with the Service and Support team performing troubleshooting and repairs of ndd medical devices returned from the field. This individual must be hands on, solutions oriented, able to multi-task, and provide technical support to ndd customers over the phone, via email, or using remote software when applicable. The Technical Specialist must be able to discuss failures and provide feedback regarding specific customer repairs, trends being observed/discovered and device repair history. The ideal candidate should demonstrate the ability to absorb and learn quickly and be able to continuously grow. This individual will provide a high level of customer service, responding to customer needs and working to satisfy and meeting customer expectations within a timely manner.

RESPONSIBILITIES:

· Responsible for determining device malfunctions, failures, and perform repairs as suggested by diagnostics and assessment.

· Document and provide accurate detailed technical findings, observations and materials used for all services performed during repair evaluations.

· Communicate problems/solutions through written and verbal communication with manager and team members as required.

· Assist with complaint follow up, including evaluation, testing, investigation and ticket/case closeout.

· Ability to provide technical support over the phone, via email, and via remote support software when applicable.

· Executes tasks in a timely manner and completes work with minimum supervision.

· Interact with team members and be involved with providing recommendations for continuous improvement.

· Responsible for upkeep of Service area and provide a clean, safe work environment.

· Follow and comply with company policies, procedures, goals, objectives and all regulatory requirements.

QUALIFICATIONS:

· Technical training or equivalent experience in Electrical, Mechanical, Electronics or Manufacturing.

Life Sciences or Medical device industry preferred.

· Minimum of 2 years of strong hands-on electro-mechanical background, experience in preventative maintenance, troubleshooting, repairs, and testing of a wide variety of assemblies and sub-assemblies.

· Able to understand and work from drawings, assembly procedures and general work instructions.

· Experienced with hand tools, fixtures and the use of diagnostic materials and test equipment.

· Must have a strong work ethic and be able to work as an effective, collaborative team member.

· Strong organizational skills and proven ability in troubleshooting complex instrumentation.

· Previous Customer Service or Field Service experience desirable, but not required.

· Accountable and proactive in obtaining resources to identify, analyze and resolve service requirements.

· Proficient with all Microsoft Office products, and have overall strong computer/IT literacy.

· Working knowledge of Salesforce or other (CRM) software packages desired, but not required.

Position is full time salary

ndd provides a competitive benefits package, including health, dental, short & long-term disability, generous PTO, as well as company matched 401k plan.

As an equal opportunity employer, ndd considers all applications without regard to race, color, religion, creed, gender, gender identity, gender expression, national origin, age, disability, socio-economic status, marital or veteran status.

Company Description

ndd operates in a substantial market that is focused around Chronic Obstructive Pulmonary Disease (COPD) diagnosis and management. COPD is the third leading cause of death in the US and its awareness led to a unified call from the medical community for better diagnosis and treatment. Currently the world lung function testing/device market is estimated at $500 million, and it is expected to grow to several billion in the next decade. This is an exciting opportunity to join a pioneering and dynamic company at a critical time in its growth as we have the most advanced technology in lung function testing in the world and to support this fast-growing company.