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Hill-Rom eLearning
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Title
Field Service Representative
Job Status
Full Time
Shift Details
Any
City
Honolulu (Pearl City)
State
HI
Country
United States
Position Summary
JOB SUMMARY: The Field Service Representative performs multiple functions related to product readiness for patient utilization on a wide range of Hill-Rom rental and customer owned products. Additionally, will provide 7/24 delivery, removal, and service support for products in service centers and customer accounts in a timely and professional manner. This position requires direct customer contact and will include frequent patient transfer. Performance of minor repairs and routine parts exchange will be expected.
ESSENTIAL DUTIES AND RESPONSIBILITIES – Other duties may be assigned:
Primary Duties
• Engage in field and warehouse activities such as bed decontamination and product cleaning.
• Assist with equipment transfers to other service centers.
• Assist in maintaining an accurate on site inventory.
• Follow Standard Operating Procedures (SOPs) and comply with the standards for Continuous Improvement.
• Delivers and removes products as well as completes functional checks.
• Coordinate parts ordering/shipping.
• Conducts technical in-service to customers.
• Uses test equipment for products assigned.
• Uses manufacturers’ service manuals and documentation to provide initial troubleshooting and/or minor repairs.
• Trained and able to perform minor repairs on products. These include (Pre-Installation and Preventive Maintenance, Routine Maintenance (RM’s), component replacement and minor cosmetic repairs.
• Dedicated to providing excellent customer service. Develops and maintains strong and effective relationships with various levels of internal and external customers.
• Use of the hand-held device for tracking completed and assigned work.
• Maintains a clean and safe work environment including 5S activities. Safety training, meeting and medical testing requirements are kept up-to-date. Operates safely and within guidelines or regulations. Demonstrates a pro-active approach towards safety, health, and quality in compliance with all company, governmental and customer regulations.
• Collaborates and communicates effectively with sales, co-workers, other departments and customers.
• Exhibits excellent time management skills. Meets project deadlines (i.e. upgrades, mods).
• Participates in the on-call rotation to provide 24/7 coverage.
• Ability to learn and comply with standard work processes/procedures as established by the Company.
• Excellent verbal and written communication skills.
• Priority One complaint documentation.
• Adherence to all company policies and procedures. Effectively implement service policies and procedures to support company objectives, including service documentation, SOP/WI training, expense and fleet reporting, maintenance and calibration of test equipment and filing and record keeping systems in accordance with standard work.
• All other duties assigned.
Secondary Duties
• If trained:
o Perform complex repairs
o Warranty work on Capital Products
SUPERVISORY RESPONSIBILITIES: None
Job Requirements and Qualifications
QUALIFICATIONS:
• When duties require must have a valid driver's license and driving record that meets Company standards.
• 18 Years or Older (Can not operate vehicles that exceed 10,000 lbs. if under Age 21)
• Willingness to travel for periods up to one week.
• Previous mechanical/hands-on experience preferred
• Previous driving/delivery experience is preferred
• Perform all Essential Job Functions
• Able to perform Basic Administrative Tasks
• Able to lift up to 50 lbs.
.EDUCATION AND/OR EXPERIENCE:
• High school diploma or GED required. Two year Associate Technical Degree preferred.
• Experience with medical devices, FDA regulated products preferred.
• Ability to use computer to perform assignments including proficient use of required software programs including MS Word, MS Excel.
LANGUAGE SKILLS:
Ability to read and comprehend technical information including but not limited to technical manuals, on-line reference materials, technical bulletins, schematics, etc. Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS:
Basic mathematical skills – addition, subtraction, multiplication, division.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
See attached Essential Functions document.
DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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