Associate Technician

JOB TITLE: Associate Technician

DEPARTMENT: Technical Services

REPORTS TO: Area Services Manager

SUMMARY:
Perform Service on ResMed Devices returned from Customers. Document and manage Device issues and related findings within the complaint management system. Work location on site at ResMed Service Center

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Perform hardware and software troubleshooting, testing, and repair of products in accordance with approved service manuals and company specifications (i.e. system calibrations)

• Ability to troubleshoot device failure (CPAP and APAP) to sub-assembly level using service manuals and service software, various tools, and test equipment (i.e., flow meter, manometer, digital voltage meter, and oscilloscope) and provide clearly written recommendations regarding repair of equipment

• Document all technical findings and customer-reported problems in the complaint tracking database, including the resolution recommended, and the process taken towards resolution

Adhere to company policies and procedures regarding complaint handling processes, service entitlement verification, and problem escalation

Maintain adherence to knowledge base of trends, and ability to stay up to date with all technical specifications and notifications on wide variety of ResMed products

REQUIREMENTS: EDUCATION and/or EXPERIENCE:

• 1 -2 years Technical Education, Technical Certification Programs, or equivalent work experience

Hands on technical and service experience in a professional industry

Familiarity with ISO and FDA standards and practices strongly recommended

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Knowledge of MS Products (Word, Excel, Outlook, PowerPoint, Internet Explorer)

• Knowledgeable of electrical static device (ESD)

• Working knowledge of the use of flow meters, manometers, digital voltage meters, and oscilloscopes

• Able to demonstrate effective communication and speaking skills

• Able to demonstrate ability to work well under pressure and as a team

• Able to demonstrate troubleshooting and problem-solving skills

• Able to demonstrate proficiency with internet applications

• Ability to demonstrate proficiency with software and hardware troubleshooting skills

• Able to demonstrate ability to gather information and resolve customer issues

• Accurately type 35-50+ words per minute

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

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

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

MATHEMATICAL SKILLS

Ability to add, sub-tract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages, as well as draw and interpret bar graphs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee 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 employee occasionally may be exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.