Technical Support Representative

Your Role

BeaconMedaes is seeking a professional Technical Support Representative to join our Rock Hill, SC team.   In this role, you will provide first class technical support on medical and laboratory gas equipment to our customers, while keeping phone call waiting times to a minimum.  You will work with the technical support team to provide multi-layered coverage with a goal of ensuring lost calls are at an acceptably low level.

Roles and responsibilities are focused on:

Aftermarket Technical Support (80%) – Provide BeaconMedæs technical support to customers, field sales, field service and internal departmental personnel, regarding Medical Gas products marketed throughout the U.S. Review new products and product information from a field/aftermarket perspective to determine service feasibility and required aftermarket resources and/or services.  Serve as a controller specialist, including including programming and troubleshooting.  Visit customer sites, as and when required, to inspect equipment in special and difficult cases which could not be resolved by BeaconMedæs field operations. Evaluate and approve warranties, per warranty policy.
Customer Service (20%) – Approve warranties for both internal and external customers. Review BeaconMedæs aftermarket feedback on product performance and operational issues. Forward feedback to appropriate departments/authorities/divisions and initiate corrective actions to bring these issues to prompt, satisfactory resolution. Liaise with technical support engineers at BeaconMedæs to expedite the timely and appropriate resolution of service issues.

Perform assigned duties in accordance with BeaconMedæs standards, while always striving to provide timely support for the Customer and field personnel. Take whatever action is appropriate and required to get the job done and to establish and maintain communications with all people/employees considered necessary to get the job done. Perform other duties as assigned.

To succeed, you will need  

Experience

• Solid understanding of mechanical and electrical components
• Experience in compressed air and/or Medical Gas Systems
• Experience with Atlas Copco Z and GA compressors is required
• Knowledge of Atlas Copco airport software (ie. spci5, modi5) 
• Knowledge of VSD programming and troubleshooting
• Proficiency with computer software applications (Microsoft Office)
• Ability and desire to provide a high level of support to customers (both internal and external)

Education

• Two-year technical degree or related experience

Skills

• Must be able to work independently and as part of a team
• Must have a positive attitude and be highly service oriented
• Must have phone skills and be a productive member of the Technical Support Call Team
• Strong mechanical and electrical skills, with an understanding of mechanical and electrical components and the ability to interpret wiring diagrams and relay logic
• Must also have excellent organizational, interpersonal and verbal and written communication skills
• Must be proficient in the use of Microsoft Office, including Word and Excel, as well as Outlook

Travel 

• Some travel to support field service activities may be required

Work Hours

• Should be able to work Monday to Friday on-site at Rock Hill, SC facility between the hours of 8:00 am to 5:00 pm EST

In return, we offer you

Here at BeaconMedaes, we play a vital role in helping healthcare facilities sustain patients when they are at their most vulnerable — and innovation is a huge part of our lifeblood. Our brand promise, “Life is in the Details,” represents one of our core values, as patient lives literally depend on our work. And when new employees join our team, we strive to ensure they understand that medical gas is a life-safety system and a critical asset in healthcare facilities. One day, one of our moms, dads, grandparents, or children could be a patient — and we aim to ensure that every solution we provide is up to the standards that we would want for them.

Further, we know that the longevity and success of BeaconMedaes would not be possible without our people — the BeaconMedaes family. We are supported by employees who are passionate about taking care of customers, and we know that this passion is the key to our prosperity. 

At BeaconMedaes we offer attractive benefits including:

•    Excellent compensation package, including a flexible benefits plan, and 401 (k) retirement plan
•    Health insurance/ Dental insurance/ Vision insurance
•    Paid time off 
•    Life & Disability insurance plans
•    Various wellness programs
•    Voluntary benefit programs available including pet insurance, legal plans, identity protection, etc.
•    We offer education assistance after 1 year of employment
•    Opportunities for professional development
•    We provide a collaborative, inclusive, and flexible work environment

Start your career journey with us and learn what it means to be part of the BeaconMedaes family.  We offer a wide range of interesting roles and many opportunities to grow and thrive.
#LI-Beacon 
BeaconMedaes LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We offer reasonable accommodation for any part of the employment process due to a physical or mental disability.  Please call the HR team at 803-817-5600 on a case-by-case basis.

Life is in the Details

BeaconMedaes has been the center of the medical gas world for more than 60 years. We are a leading solutions provider in the education, design, manufacturing, supply and service of piped medical gas and laboratory gas systems. Our main corporate office and competence center for medical and laboratory gas expertise is located in Rock Hill, South Carolina.

Learn more at www.beaconmedaes.com