Job Title:  Technical Support Field Specialist

As a Technical Support Field Specialist, you provide comprehensive technical support for Reichert instruments through phone, email, and on-site visits. In this hybrid role, you’ll troubleshoot, service, and maintain ophthalmic instrumentation while delivering high-quality customer service and technical documentation.

Key Responsibilities

• Support Reichert products via phone and email.
• Research and gather information to answer technical product questions, including interviewing subject matter experts.
• Create and update user guides, parts/service manuals, and other documentation.
• Provide status updates on repairs and generate RMA forms for customers returning instruments for servicing, replacement, parts, or accessories.
• Process paperwork for repairs and loaners.
• Use Reichert’s internal MRP and Complaint systems to document product returns, complaints, and manufacturing details.
• Attend product meetings and collaborate with product teams to improve instrument quality.
• Deliver service training and travel to certified dealers, government agencies, doctor’s offices, and trade shows for on-site technical support (up to 15% travel required).
• Develop and maintain clear, concise technical documents—including diagrams, flow charts, and graphics—that meet ISO and industry standards.
• Assist in developing and maintaining company style guides, templates, and document control.
• Update, edit, and modify Reichert manuals using source programs like InDesign and Word.

Requirements for Consideration

• A two-year technical degree with a technical support background or 5 years of experience.
• Mechanical and electronic repair skills to service Reichert products.
• Background knowledge of ophthalmic instrumentation (preferred).
• Experience with serial communication and EMR systems (preferred).
• Excellent customer and interpersonal communication skills.
• Strong problem-solving abilities.
• Organizational skills to manage technical information.
• Ability to train dealer technicians on repair, calibration, and usage of ophthalmic instruments.
• Technical writing experience, including gathering source information and composing manuals using Adobe (InDesign, Acrobat, Photoshop) and Microsoft (Word, Excel, PowerPoint).
• Advanced proficiency in hardware, software, networks, and systems.
• Understanding of cybersecurity principles.
• Familiarity with emerging technologies like AI and machine learning.
• Effective communication and collaboration skills.
• Adaptability and commitment to continuous learning.
• Time management and prioritization skills.
• Project management experience.