Tech Support Respiratory II

ONSITE: SOMERSET, PA

NO VISA SPONSORSHIP

Reports to (title): Manager, Service

Department: Repair

FLSA Status: Non-Exempt

Who is Drive DeVilbiss…

Drive DeVilbiss has become a leading manufacturer of medical products with a strong and consistent track record of growth achieved both organically and through acquisitions. We are proud of our high-quality, diverse product portfolio, channel footprint and global operating scale. Our products are sold into the homecare, long-term care, retail and e-commerce channels in more than 80 countries around the world.

“Leading the World with Innovative Healthcare Solutions that Enhance Lives”

Summary (Major Purpose of the Role): This position is responsible for developing and implementing product related training programs that support product knowledge and troubleshooting for our service group, sales department, external customers, and repair centers.

Main Activities/Responsibilities:

• Responsible for training program development and presentation. This includes communication programs or customer interfaces with coordinated leadership to deliver identified results (associate growth, customer satisfaction, sales growth, competitive positioning, etc.). Service training – develop and help coordinate on-site training, training videos, webinars, service manuals, technical bulletins, etc. to convey product knowledge to internal Associates and external customers/service partners. Travel may be required within the U.S. and Internationally.
• Assist the repair department in processing unit Service Orders and Customer Estimates. Periodic customer contact may be required to handle unit exceptions, warranty denials, or customer abuse issues.
• Respond to customer inquiries for elevated technical product support and troubleshooting and general questions.
• Attend product development meetings, quality control reviews, and manufacturing discussions as required to remain current on new unit designs, existing quality issues, and ongoing sustaining engineering efforts.

Competencies:

• Ability to gain a complete understanding of all products, policies, and procedures within the DeVilbiss portfolio and Quality Management System (QMS) is required. This individual must be able to articulate this knowledge to build customer loyalty and satisfaction. A detailed understanding of all unique components is required (electronics, product troubleshooting, disabilities, etc.). Understanding of how our products can be used to improve quality of life, as well as a working knowledge of competitive products and/or market dynamics.
• Solution-oriented, able to think “big-picture”, takes initiative, willing to share knowledge and skills and seek new ways to teach and learn, able to articulate the company mission, and to “position” our company and products for competitive advantage with customers
• Demonstrates a consistently positive attitude with the ability to influence others; Contributes consistently to incremental improvement through ideas and personal leadership
• Strong computer skills with experience working in MS Office (Excel, Word, PowerPoint)
• Able to read and comprehend (in English) simple and complex instructions, short correspondence, and memos. Documents may include Material Safety Data Sheets, work orders, work instructions, manuals, policies and procedures, schematics, diagrams, etc.
• Excellent verbal and written communication, strong presentational skills, respected interpersonal skills, demonstrated ability to lead, develop others, and manage key initiatives to achieve successful results.
• Spanish language skills are a plus.
• Ability to add and subtract two-digit numbers, multiply and divide in all units of measure using whole numbers, common fractions, and decimals is required.

Reporting Relationships and Supervision: This position works under the supervision of the Manager, Service. Most areas of responsibility are reviewed on a weekly basis. In addition to the required daily duties, project work spanning up to 1-year may be assigned in cooperation with the Repair Associates and other functional areas of the business.

Education and Experience:

• High school diploma or GED equivalent required and college-level, technical degree or equivalent work experience.
• Experience in product technical support, including troubleshooting is preferred.
  1. Familiarity with the setup and repair of various mechanical and electrical gauges and equipment such as multi-meters, pressure/vacuum gauges, oxygen analyzing equipment, smart phone apps, etc. is preferred
• Prior experience in the repair or setup of oxygen concentrators or other home-medical equipment is preferred
• Experience with technical writing, technical bulletins is preferred.
• Public speaking, training experience preferred.
• Experience with computers, smart phones, applications.

Why Apply to Drive DeVilbiss…

Competitive Benefits, Paid Time Off, 401(k) Savings Plan

EEO Statement: Drive DeVilbiss is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Drive DeVilbiss complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.