Mobile Aspects, Inc.
Technical Service Engineer
Mobile Aspects, Inc., Boston, Massachusetts, us, 02298
Experience:Minimum 2 years of Technical Support Experience
Location:Boston, MA
Job Purpose:Mobile Aspects is expanding its Field Service team and has an immediate opening for a Technical Service Engineer to provide support for our expanding line of inventory management systems installed at our hospital-based customers.
Key Responsibilities and Accountabilities:
Ensure a high level of customer satisfaction by maintaining SLAs (Service Level Agreements) as agreed with customers.
Drive new project ideas and innovations based on customer feedback.
Perform onsite troubleshooting at the request of the Mobile Aspects Technical Support.
Perform customer training following the Mobile Aspects training.
Perform both software and hardware repair and replacement at the customer site at the request of the Mobile Aspects Technical Support Center.
Perform scheduled maintenance at a customer site based on the Mobile Aspects Maintenance Program.
Produce weekly customer status reports to the Account.
Document customer workflows and SOPs.
Travel up to 20% of the time.
Ability to work early mornings, evenings, and weekends as needed.
Any other responsibilities or tasks as required by the management.
Required Qualifications:
Bachelor’s degree and a
minimum of 2 years
experience working in Tech Support / Help Desk.
Comfort working in a high-paced, high-stress environment (e.g. hospital operating rooms).
Exceptional experience in customer service with strong verbal and written communication skills.
Ability to work independently with little to no supervision.
A highly motivated/energetic individual able to work independently or as a member of a cross-functional team is a MUST.
Willingness to travel
nationwide up to 20% of the time.
Key Metrics:
80% of cases closed within SLA.
Preventative Maintenance scheduled and completed at all applicable customers at least twice per calendar year.
Investigate customer issues and open cases within 24 hours.
Schedule and facilitate internal and external meetings.
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Location:Boston, MA
Job Purpose:Mobile Aspects is expanding its Field Service team and has an immediate opening for a Technical Service Engineer to provide support for our expanding line of inventory management systems installed at our hospital-based customers.
Key Responsibilities and Accountabilities:
Ensure a high level of customer satisfaction by maintaining SLAs (Service Level Agreements) as agreed with customers.
Drive new project ideas and innovations based on customer feedback.
Perform onsite troubleshooting at the request of the Mobile Aspects Technical Support.
Perform customer training following the Mobile Aspects training.
Perform both software and hardware repair and replacement at the customer site at the request of the Mobile Aspects Technical Support Center.
Perform scheduled maintenance at a customer site based on the Mobile Aspects Maintenance Program.
Produce weekly customer status reports to the Account.
Document customer workflows and SOPs.
Travel up to 20% of the time.
Ability to work early mornings, evenings, and weekends as needed.
Any other responsibilities or tasks as required by the management.
Required Qualifications:
Bachelor’s degree and a
minimum of 2 years
experience working in Tech Support / Help Desk.
Comfort working in a high-paced, high-stress environment (e.g. hospital operating rooms).
Exceptional experience in customer service with strong verbal and written communication skills.
Ability to work independently with little to no supervision.
A highly motivated/energetic individual able to work independently or as a member of a cross-functional team is a MUST.
Willingness to travel
nationwide up to 20% of the time.
Key Metrics:
80% of cases closed within SLA.
Preventative Maintenance scheduled and completed at all applicable customers at least twice per calendar year.
Investigate customer issues and open cases within 24 hours.
Schedule and facilitate internal and external meetings.
#J-18808-Ljbffr