Service Center Technician Level 1 - Lab Svc -Billerica, MA

Customer Service Associates Billerica, MA
Expectation for all Associates: Supports the company's mission, vision, and values by exhibiting the following traits: Trust, Respect, Accountability, Innovation, Teamwork, and Servant Spirit. These TRAITS provide a reference for CSA Associates to continually return to as a guide for decision making and a unifying standard for setting priorities and taking action.

Position Summary: This position is to provide testing, calibration, preventive maintenance and repair services to analytical equipment and other equipment, including PCs at CSA or customer Field Repair Center facilities. Additionally, this position interacts with customers and functions as a technical resource for Contact Center Engineers.

Duties and Responsibilities

* Solve moderate system, hardware, and application problems

* Diagnoses, tests, calibrates, and repairs instruments and modules to maintain functionality and accuracy using support documentation and established CSA or customer processes and procedures

* Responsible for providing technical expertise to other less experienced service center technicians as needed to develop a consistent level of support

Ability to install & run programs and perform tasks on a computer to include a working knowledge of Microsoft office products and networking.

* Make recommendations for process improvements and update documentation as needed

* Maintain levels of productivity consistent with meeting CSA or customer department goals

* Communicate with customers in a positive and professional manner

* Must meet a high level of customer satisfaction as measured by repair turn-around time, ACS scores, and re-repair rates

* Follow customer and CSAs policies and procedures

* Function as a technical resource for Contact Center Engineers

* Complete paperwork and submit timesheets on schedule

* Ability to learn new product lines and associated software

* Other duties as assigned.

Supervisory Responsibilities: None


To perform the job successfully, an individual should demonstrate the following competencies.

* Excellent understanding of electronics and mechanical repair

* Excellent troubleshooting skills

* Ability to work independently and in teams

* Excellent verbal and written skills

* Ability to focus clearly on the customer


* An AA (or better) in mechanical or electrical systems and hands on experience with machines or electronic instruments is required.

* Equivalent work experience will be considered in lieu of a degree.

Special Working Conditions (with or without reasonable accommodations):

* Employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

* Able to lift up to 25 pounds.

* This job is considered to be generally sedentary although standing for prolonged periods might be required.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Customer Service Associates, LLC is an equal employment opportunity employer and considers all applicants without regard to race, color, religion, national origin, ancestry, citizenship, gender, pregnancy, age, physical or mental disability, genetic information, service in the uniformed services, or any other basis protected by federal, state or local law.

This Employer participates in E-Verify, a service of DHS and SSA