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Customer Service Technician - Simulation

Engenium Staffing is seeking a Customer Service Technician provides post-sales customer support services such as installation, preventative maintenance, customer training, online support or technical consultation as required to ensure customer purchased medical simulation products meet performance and operation standards and customer expectations in efforts to achieve/improve customer loyalty to the company. The Customer Service Technician must possess a high level of technical troubleshooting skills and the ability to make decisions regarding repairing and servicing customer equipment. He/she must possess excellent customer service skills and the ability to communicate effectively with customers regarding services performed. He/she must also possess excellent time management skills as well as communication skills (written and verbal) with customers and colleagues. The Customer Service Technician is typically based in the field and travels to assigned locations.


  • Customer Service Technicians based in the field must expect to travel for job assignments 80-90% of the time (overnight) as well as 10-20% of the time working in-house repairs and/or customer phone support.
  • Receives assignments, contacts customers and may coordinate travel arrangements.
  • Repairs products at customer sites, and at the company‚Äôs head office, supports clients through phone support.
  • Troubleshoots complex issues.
  • Diagnoses issues and places orders for replacement components/parts.
  • Troubleshoots to assembly level as necessary and replaces with reworked parts from the factory as available.
  • Updates case reports and manages returning parts, cases, and expenses.
  • Installs AVS products/equipment on ceilings and walls.
  • Stays in constant contact with our customers and maintains strong relationships.
  • Supports tradeshows and demos as requested.
  • Manages expense reports in a timely manner.
  • Other duties may be assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Customer Service Technician must have the following skills:

  • Must maintain great relationship skills and demonstrate the following competencies:
    • Dedication to quality and customer.
    • High level of autonomy.
    • Great oral and written communication skills.
    • Ability to interact well with people at different levels.
    • Ability to handle complaints and provide solutions for difficult situations.
    • Ability to plan and arrange travel and site activities.
    • Ability to instruct and provide orientations.
    • Ability to manage time, complete required documentation and close cases.
    • Ability to provide technical support through the phone.
  • Ability to comprehend and follow programming, knowledge of calibration and test procedures.
  • Ability to read wiring diagrams and schematics.
  • Ability to utilize concepts of electricity and fluids.
  • Ability to utilize concepts of computer networking.
  • Ability to observe symptoms and develop strategies to narrow the problem to the root cause.
  • Ability to disassemble and repair complex assemblies.


  • Associate degree or technical certification in engineering (electronics or robotics) or related technical experience of at least 5 years, including 3 years supporting clients in the field or by phone


  • Ability to sit/stand for long periods of time.
  • Ability to climb ladders for installations.
  • Ability to lift up to 50 pounds.
  • Dexterity and Ability to use/manipulate a variety of tools.
  • Ability to travel up to 90% of the time.




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