Job description: Service Technician
Position in the organization: MUSA
Scale
N/a.
Version (date)
19-06-2026
Manages
N/a.
Reports to
Head of sales & service
Replaces in absence
Service Technician
Will be replaced in absence by
Service Technician
Execution
Purpose
The Service Technician is a point of contact for the end users for technical and user issues. You are an expert in diagnostics and repair of our ESR instruments & LoRRca RBC analyzer. The service technician represents our brand in a professional manor & is a source of information for the use, maintenance and general diagnostics of the RR Mechatronics instruments.
Levels
The levels to be distinguished are Field Service Technician and Senior Field Service Technician.
The levels depend on the extent to which the employee meets the task and job requirements.
· Field Service Technician: Able to work independently with minimal supervision.
· Senior Field Service Technician: Serve as the expert and able to educate other technicians and coordinate service issues and maintain proper service records. Able to independently troubleshoot and repair all ESR instruments & LoRRca RBC analyzer.
Result area
Tasks
Support
· Able to travel to customer sites with minimal notice for emergency service issues.
· Answers phones and work with Lab techs, BMEs or 3rd party technicians to accurately diagnose and resolve issues for clients using service checklist and other related documents such as Service manuals, Instructions for use (IFU) etc.
· Provides support to end users and 3rd party technicians in the field of technical and usage questions related to our products
· Actively contributes to the development of the customer user skills, including routine maintenance and the correct reading of the test results.
· Responsible for opening, updating and completing all service reports.
· Update & maintain inventory in the office and at the customer’s premises
· Carries out maintenance work and, if necessary, resolves malfunctions on site at the home office and in the field.
· Collects and processes data for management indicators, including TCO (total cost of ownership) and CPT (cost per test), IOT analysis of machine data and the analysis there of.
· Coordinates with 3rd party if needed to open work orders and sees work orders through completion.
Product improvement
· Translates customer notes and field visit experiences into improvement proposals for our products and internal processes
· Identifies sales opportunities
· Collects data for predictive and preventative maintenance
· Contributes to the development of service concepts
Testing
· Participates in tests of instruments/prototypes when and where applicable.
Training and demonstration
· Provides training at the request of Sales, both on-site and over the phone when & where applicable.
· Provides onsite with new installations
Other tasks
· Perform other work necessary for general support and shop maintenance
· Actively participates in cross-functional tasks as directed by Head of sales & service or Office Manager.
Authorization
· Create work orders for maintenance and repair, put instruments into service after installation in the field, carry out and handle repairs outlined in service manual
Communication
· Internal: Head of sales & service, Office Manager, QARA, COO, Supplies
· External: customers and end users and third party service technicians
Job requirements
Knowledge and experience
· Has Associate's/Bachelor's with firsthand experience in the field of mechatronics, electrical/mechanical engineering and electromechanical experience.
· Experience in similar position
· Understanding in application software
· Basic knowledge of TCP/IP
· Proficient with English language, both verbally and in writing
· Proficient in MS Office Suite and general computer knowledge.
Personality
· Solution-oriented & results driven.
· Self-starter and meticulous with details
· Customer friendly attitude, and able to effectively communicate with end-users ensuring client satisfaction
· Works & thinks Independently with the ability to utilize available resources
· Analytical skills when trouble shooting both in the field and the office.
· Effective communication skills both verbally & written
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
