Service Coach & Technical Expert

SUMMARY 

The Service Coach & Technical Expert position is responsible for transferring service technical know-how to internal staff across the continental US. Implementing and conducting on-site training for all Field Service Technicians or Biomed Technician and Customers. Daily activities will consist of preparing, organizing, conducting training, developing Linet Americas technical staff, creating technical documentation, and will work to enhance our internal and external customer satisfaction with LINET’s products and solutions.

1. On-site Technical Service Training U.S. at end-client locations (80%)

• Provide Service training at client sites or at Linet local branches as the need arise for internal field service engineers
• Lead the process of continuously improving the serviceability of LINET products.
• Perform education programs in 3 levels:
  • • Technical level
      • Share knowledge and experience of all service products like LINET, WiBo, Hillrom, Stryker and other producers including all products and services
      • Be an ambassador for the technical education program of the internal service team network
      • Training of procedures such as preventive maintenance, troubleshooting, replacement of components, parts, output/final check
      • Training for beginners, intermediate and advanced employees.

• • • Systems & Process level
      • Salesforce Field Service app for beginners and intermidiate level training
      • Sales Service solutions
      • RFID support and installation of RFID tracking solutions
      • LINIS diagnostics, Extranet, and WiBo Portal
      • Supportive tools like Central phone system, basic IT skills and general navigation

• • • Soft skills level  
      • Prepare and provide basic communication skills training
      • Field technician behavior standards including first impression metrics

2. Technical Support on expert level (20%)    

• • • Monitoring LINET and WiBo factories related new products, updates, changes and sharing with LAM Service team via Service bulletin tool or any other digital tools/environments.
    • Monitoring a trends in US market related medical products / services and implement new standards into LAM organization
    • Lead other team members in proper diagnosing and part needs of our customers
    • Perform live video diagnostics with customers when needed to perform repairs more efficiently
    • Collaborate with field services to gain harmony in routine processes and repairs

ESSENTIAL DUTIES AND RESPONSIBILITIES can include, but are not limited to, those listed below:

• Schedule, Organize, Lead and Perform Service training sessions and educate, train and mentor other Field technical service employees and end-customer technical staff
• Share technical know-how and bring technical excellence into field technician teams
• Organize training sessions including all related matters such as tools/products preparation, booking rooms and time for training sessions etc.
• Monitor long-term qualifications, skills, behavior and development of internal Service field technicians and provide feedback to Regional Service managers.
• Certify/Authorize Field technicians and decide next step with individual training program
• Create and manage records in Salesforce related to all Service training sessions and records concerning Field tech members development
• Support as technical expert with complicated repairs, unusual procedures and specific customer solutions.

• Monitoring new products, changes and updated from factories LINET and Wissner-Bosserhoff or related suppliers.
• Cooperate closely with factory Service, Technical and Product management team.
• Preparation monthly released Service bulletins, sharing all information from factories
• Work closely with the Regional Service Managers and Field Service Team
• Provide a high level of customer service and professionally interact with customers. 
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES 

• Assist and mentor other technical and customer experience employees

CHARACTERISTICS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items listed below represent the characteristics necessary to perform at the expected level in this assignment. 

• • High level of integrity
  • Learning agility
  • Exemplary interpersonal skills – the ability to work effectively with a variety of personalities and behavioral styles
  • Ability to organize and manage multiple priorities and deadlines 
  • Strong customer orientation
  • Has an exemplary history of customer satisfaction, including internal sales partners and external hospital customers as measured through net promoter scoring, performance evaluations, and customer surveys when applicable

EDUCATION and/or EXPERIENCE 

• • High School Diploma or equivalent; 5+ years related customer service experience and/or training, including experience with training, troubleshooting, and diagnosis. Associate’s degree, a plus.
  • 5+ years’ advanced electromechanical repair and troubleshooting skills
  • 5+ years’ medical beds repair, maintenance and troubleshooting
  • Successfully completed all LINET training on beds, mattresses, and bed systems by a qualified LINET trainer
  • Working knowledge of Microsoft Office software and SAP 
  • Strong presentation skills, confidence when speaking to larger audiences

LANGUAGE SKILLS 

Ability to respond to common inquiries or complaints from customers, as well as sales and service personnel.

MATHEMATICAL SKILLS 

Ability to apply mathematical concepts and operations.

REASONING ABILITY 

Ability to make presentations, speak and express to audience technical knowledge/skills, define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions 

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit, stand, bend at the hip or knee.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT  

The work environment is on site, with the majority of the time located at our Warehouse, 10400 Bryton Corporate Center Drive Suite 100, Huntersville, NC 28078, as well as other field warehouses and customer locations.

TRAVEL

Employees can be called upon to travel up to 80% in support of the organization.

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job-related criteria.