Field Service Engineer/Technical Support

Company Name:
Topcon Medical Systems (TMS) is the world leader in design and manufacturing of diagnostic equipment and software for the ophthalmic community.
Our industry leading imaging, diagnostic, refractive, lens processing and surgical products are preferred by eye care professionals around the world.
Located in Oakland, NJ, our more than x00 employees are committed to delivering leading-edge solutions to care providers addressing critical medical needs.
Duties and Responsibilities:
Provide professional assistance to clients in answering inquiries, and interpreting resource catalogs via telephone.
Manage the installation and training of Topcon products
Troubleshoot and repair Topcon products in house and at the customer's site
Provide remote assistance via Internet connection or phone
Provide technical and clinical support to customers, distributors and employees
Work under minimal supervision.
Support for warranty, contract, paying customers and employees
Escalate "engineering" issues to management.
Complete issues escalated by support team (Open/track RMA's for repair.)
Complete repair/site visit reports
Willing to travel up to 50% of the time, including overnight travel
Skills and abilities:
Good written & verbal communication skills.
Must have follow up skills
Good organization skills. Must be able to multitask: quickly analyze and resolve specific problems
Negotiation, people, and critical thinking skills.
Ability to deal effectively with customers.
Basic knowledge of SQL ,LAN Networking and Microsoft office
Knowledge of medical device preventative maintenance and repair
A minimum of 3-5 years experience in customer service or as a field technician
2 years plus troubleshooting and repair experience
Prefer experience in medical device industry.
Requires BS degree or AS in Electronic Technology, Biomedical Technology, Computer Science or equivalent.
Must be able to work flexible hours.
Spanish speaking a plus

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