Senior Technical Service Engineer

  • U.S.
  • Boston

Experience: Minimum 5-7 years of Industry Experience

Reports to: Director of Customer Success

Job purpose:

Mobile Aspects is expanding its Field Service team and has an immediate opening for a Technical Account Manager to provide support for our expanding line of inventory management systems installed at our hospital based customers.

Key responsibilities and accountabilities:

  • Ensure high level of customer satisfaction by Maintaining SLA’s (Service Level Agreements) as agreed with customers.
  • Manage new project implementations, from receipt of purchase order to completion of installation.
  • Participate in ISO 9000 initiatives.
  • Consult customers in workflow changes and policy/process modification.
  • Perform onsite troubleshooting at the request of Mobile Aspects Technical Support Center.
  • Perform infrastructure assessments to include web services connectivity and desktop requirements.
  • Perform customer training following the Mobile Aspects training curriculum.
  • Perform both software and hardware repair and replacement at customer site at the request of Mobile Aspects Technical Support Center.
  • Perform scheduled maintenance at customer site based on the Mobile Aspects “Maintenance Program”.
  • Manage and drive customer onsite meetings.
  • Produce weekly customer status report to the Director of Customer Success.
  • Travel up to 20% of the time.

Required Qualification:

  • Strong communication skills, written and oral, and comfort working in a high-pace, high-stress environment (e.g. hospital operating rooms).
  • Extensive project management experience (e.g. MS Project, Gantt charts, etc.).
  • Working knowledge of computer hardware, advanced electronic components, computer maintenance and basic network administration.
  • Experience with customer-facing technical support and customer relationship management.
  • Ability to think creatively and solve problems.
  • Highly motivated/energetic individual able to work independently, or as a member of a cross-functional team is a MUST.
  • Has in depth product knowledge of all hardware and software being used within the Mobile Aspects system.
  • Must be within 60 minutes driving distance from downtown Boston.

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