The Instrument Service Technician is responsible for processing returned systems, subassemblies and components from end-users. They are responsible for verifying the returns against the return reason, repairing the units, and testing the returned units against standardized tests. The technician uses problem solving skills to test and diagnose for probable fault causes. The technician works with engineers and management to complete root cause (failure) analyses.
Understands operational requirements for returned items.
Follows all RMA processes for returned units.
Understands the difference between product revisions levels and discriminates as to when an upgrade is mandatory and when it is optional.
Evaluates, troubleshoots, tests, and repairs returned product (sometimes to the component level).
Assists with root cause analysis as needed.
Maintains the repair history documentation (updates the DHR, LCCL, etc.).
Follows Good Documentation Practices, assuring complete and accurate DHRs.
Examines work for accuracy, neatness, and conformance to policies and procedures.
Maintains labor and “run cards” to track repairs, obtaining QC sign-offs where defined.
Assists with NCR processes, providing accurate symptom and error codes.
Handles defective parts and helps prepare them for return to vendor processes.
Maintains and organizes line-cleared service areas, including overstock shelving.
Follows all area SOPs (such as Service, ESD, etc.) and work/test instructions.
Meets all cGMP and ISO requirements.
Other responsibilities as assigned by management.
High School diploma or equivalent.
A.S Degree in Electronics or Technical certificate desirable, but not required.
2+ years’ experience in an instrument service or RMA environment (or similar technical environment).
Ability to troubleshoot, test, and repair returned units.
General familiarity with ERP systems, including inventory control and work orders.
Working knowledge of Excel, Word, and Outlook.
Working knowledge of ISO and/or cGMP (FDA) or similar standards for manufacturing and servicing.
Good oral, and written communications skills.
Ability to follow and interpret written and verbal instructions.
Ability to read MPIs, SOPs and test procedures, properly following them all.
Ability to work in a fast paced device servicing environment, with an eye for detail.
Willing to adapt to changing priorities.
Able to frequently lift, carry or move and position objects weighing up to 50 pounds.
Able to bend, stoop and crouch to inspect materials or place labels.
Consistently able to move about to coordinate work.
The working environment is an enclosed electronic materials storage area, with sealed floors, climate control systems, florescent lighting, and in some areas an ESD (electrostatic discharge) protected workstations with ESD sensitive materials.