Senior Service and Support Technician (Wilmington, MA)

DIVISION:                      Rigaku Analytical Devices (Wilmington, MA)

POSITION:                    Senior Service and Support Technician

REPORTS TO:              Service Manager

Job Summary:

The Senior Service and Support Technician will troubleshoot, review equipment, and provide technical support to customers and repair technicians.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Review customer equipment, resolve failures and carryout upgrades.
• Provide training, guidance and technical support to repair technicians.
• Maintain knowledge and applications of company products to ensure customer satisfaction through ongoing training for both legacy and current product lines.
• Monitor customer requests and respond accordingly via all methods: phone, email, virtual meeting etc.
• Interact with manufacturing, engineering and development to collectively solve customer challenges.
• Maintain service inventory through timely and accurate invoicing and ERP transactions.
• Support the creation of a solutions database by logging all customer support activities in a detailed and accurate manner.
• Assist with documentation, testing and implementation of ECO related activities.
• Occasional travel as needed.

Required Skills/Abilities: 

• Excellent customer service skills
• Ability to obtain security clearance to customer and governmental facilities required.
• Ability to make effective decisions and work independently.
• Investigate inquiries and respond in a timely manner.

Education and Experience:

• 2 year degree technical degree with
• 2-4 years of relevant experience in electronics manufacturing or service. Equivalent work experience and background to be considered.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

Must be able to meet minimum qualifications to apply.