Customer Service Repair Technician

Website Monarch Instrument

A 45 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 engineering drawings, specifications, BOMs and assembly procedures used to perform inspections and tests.
Knowledge of electronic components and familiarity with electronic assembly diagrams
Knowledge of digital and analog tuned voltage controlled oscillators; GaAs field effect transistor amplifiers and passive devices (filters, couplers), components, resistors, capacitors, ICs
Knowledge of PIN devices (switches, attenuators) and familiarity with the test equipment required for testing devices, including computer-aided test equipment
Soldering experience and knowledge of IPC 610 Standards
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) in order to identify and evaluate possible defects.

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

E:       Acquire Production assistance for detailed re-work and/or soldering if necessary.

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.

·              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 Chief Administrative Officer but takes direction on a daily basis from the Customer Service Team Leader.


Supervisory Responsibilities

None. However, s/he may mentor or provide guidance to more junior technicians or Production employees.

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