The primary role of Technical Services is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on Resmed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing.
Primary Position Objective
As a Service Technician the primary objective is to troubleshoot and resolve technical issues for all ResMed products. (sleep apnoea devices, life support ventilators and diagnostic devices).
Responsibilities and Accountabilities
Provide technical support for internal and external customers via inbound calls, Teams messaging and emails with a focus on software and device support.
Maintain quality documentation for repair and service activities in the in the tracking system for traceability.
Complete scheduled preventative maintenance and calibration for test equipment needed for repairs and servicing.
Ensure device repairs and servicing is compliant with Australian and New Zealand regulatory standards.
Follow service procedures detailed in product service manuals and tech notes.
Support QA with investigations and provide supporting documentation as needed.
Works independently
Continually develop technical knowledge to assist support teams.
Timely and effective communication, documentation and reporting.
Focus on Business Excellence initiatives and Continuous Improvement.
Qualifications and Experience
Required
Professional and effective communications skills – both verbal and written.
Works well with computer systems and common software apps (Word, Excel, PowerPoint, Outlook etc).
Preferred
Tertiary qualifications in a relevant field (Engineering, Science, Information Technology, Electronics)
Minimum of 2 years of related experience.
Demonstrated experience with repair and servicing medical equipment
