Experience:

Minimum 2 years of Technical Support Experience

Location:

Boston, MA

Job Purpose:

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

Key responsibilities and accountabilities:

• Ensure a high level of customer satisfaction by Maintaining SLAs (Service Level Agreements) as agreed with customers.
• Drive new project ideas and innovations based on customer feedback
• Perform onsite troubleshooting at the request of the Mobile Aspects Technical Support
• Perform customer training following the Mobile Aspects training
• Perform both software and hardware repair and replacement at the customer site at the request of the Mobile Aspects Technical Support Center.
• Perform scheduled maintenance at a customer site based on the Mobile Aspects “Maintenance Program”.
• Produce weekly customer status reports to the Account
• Document customer workflows and SOPs
• Travel up to 20% of the
• Ability to work early mornings, evenings, and weekends as
• Any other responsibilities or tasks as required by the

Required Qualifications:

• Bachelor’s degree and a minimum of 2 years experience working in Tech Support / Help Desk
• Comfort working in a high-pace, high-stress environment (e.g. hospital operating rooms)
• Exceptional experience in customer service with strong verbal and written communication skills.
• Ability to work independently with little to no
• A highly motivated/energetic individual able to work independently, or as a member of a cross-functional team is a MUST
• Willingness to travel nationwide up to 20% of the time Key Metrics:
  • 80% of cases closed within SLA
  • Preventative Maintenance Scheduled and completed at all applicable customers at least twice per calendar year
  • Investigate customer issues and open cases within 24hrs of
  • Schedule and facilitate internal and external