Customer Service Repair Technician

  • Full Time
  • Amherst, NH
  • $19 - $23/hour DOE USD / Year

Website Monarch Instrument

A 46 year-old small, stable, family-owned manufacturing company

Job Summary

The individual in this position provides technical support to customers on assigned products and supports the RMA process. S/he is also responsible for evaluating, repairing, testing and calibrating Monarch manufactured products received from internal or external customers. Provides troubleshooting expertise for assemblies that fail during the production process.

Previous Education/Experience

Technical or Trade school degree or certificate in electronics technology and troubleshooting.
Five or more years of experience in the Military or industry, testing and troubleshooting electronic or electromechanical assemblies.
Suitable combination of education and experience will be considered.
Required Skills/Competencies

-Communication skills [must be able to work with customers, engineers and/or production staff to identify the problem, root cause and help determine the corrective action to prevent recurrence of the problem].
-Able to read and understand electrical schematics and mechanical assembly drawings, specifications, BOMs and assembly procedures used to perform inspections and tests.
-Soldering experience (fine-pitch) and knowledge of IPC 610 Standards
-Familiarity and knowledge of basic electrical circuits such as linear power supplies, analog to digital circuits, basic RC filters, digital logic circuits and microcontrollers
-Familiarity using oscilloscopes and bench logic analyzers and other troubleshooting equipment like power supplies and microscopes, etc.
-Knowledge of electronic components and familiarity with electronic assembly diagrams
-Knowledge of, and ability to use, hand and machine tools
-Computer literacy
-Customer focus
-Problem-solving skills
-Able to work with minimal supervision
-Organizational skills
-Attention to detail
-Sense of urgency
-Team player
-Reliability. [Being in a Customer-supporting role, it is important that this individual be at work as expected in accordance with Monarch Time and Attendance Policies].

Job Responsibilities (E=Essential Function)

The duties and responsibilities of the Customer Service Technician include but are not limited to the following:

E: Disassemble, examine and test malfunctioning instrument(s) to component level in printed circuit board, if necessary, in order to identify and evaluate possible defects.

E: Repair instrument(s) by adjusting or replacing defective components, wiring and/or other parts.

E: Reassemble the instrument(s) and test for conformance to ensure unit is functioning within specified standards.

E: Perform NIST traceable calibrations as requested by customers.

E: Troubleshoot and repair (if possible) assemblies that fail during the production process.

E: Enter relevant repair/calibration information into computerized database which will enable tracking through the system, and complete all documentation required for each return.

E: Highlight and track trends of repeat issues/complaints and offer recommendations for corrective action and continuous improvement

E: Provide telephone support as required and document all customer contact and technical support recommendations into company database(s) to allow for proper follow-up and investigation. Concisely document problem description and resolution.

E: Provide back up to Customer Service Team Leader by initiating the process for product returns for warranty, repair, calibration or credits when appropriate, and assisting customers with RMA status as necessary.

E: Perform all job functions in a manner which ensures that all work is completed to the highest quality standards.

· Acquire Production assistance for detailed rework and/or soldering if necessary.

· Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and exhibit a sufficient amount of required skills/competencies. The requirements listed above 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.

Accountability and Reporting

· This position reports to the Customer Service Manager.

Supervisory Responsibilities

None. However, this individual may mentor or provide guidance to more junior technicians or Production employees.

PLEASE NOTE: We have no budget for relocation or sponsorship assistance.

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