Hospital Service Technician, Fayetteville NC (FT)

SHIFT: day shift

The Hospital/Customer Service Technician is responsible for equipment management tasks for Universal Hospital Services.

These tasks will take place both in the district locations as well as hospital facilities, including: delivering equipment, accessories and disposables to patient rooms; delivering equipment to standby locations; picking up soiled equipment; cleaning, processing and testing equipment; providing InService to hospital staff on fleet equipment, conducting equipment tracking rounds throughout the patient rooms; and recording each activity by scanning equipment as it is completed, adhering to and executing on quality standards, maintaining a Visual Workplace Standardization, and other duties as assigned.

Knowledge and Physical Requirements

  • 21 years of age or older, High school diploma or equivalent.

  • Prior work experience in hospital setting or customer service required.

  • Basic computer skills.

  • Willing to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required.

  • Able to lift and/or push 75 pounds.

  • Able to stand and walk for long periods of time.

  • Valid driver's license and potential for DOT certification.

Behavioral Skills (How the jobholders must conduct themselves with other people.)

  • Possesses quality orientation with a “get it right the first time” attitude.

  • Complies with patient privacy laws in all matters.

  • Maintains and projects confidence, enthusiasm and a professional image.

  • Flexible, coachable.

  • Demonstrates strong communication skills (listening, writing and speaking).

  • Demonstrates team orientation and shows respect for others.

  • Proactive and self motivated.

  • Organized; prioritizes to meet deadlines.

  • Operates with a proactive approach towards safety, health and quality in compliance with all company, governmental and customer policies and regulations.

  • Maintains a clean and safe work environment.

  • Customer-focused; willing to go above and beyond.

Practical Skills (Tasks that the job holder must be able to do and demonstrate.)

  • Able to dialogue with clinical staff on the topics of equipment features, functionality, etc.

  • Understands and uses effective conflict resolution skills, e.g., identifies and resolves service concerns, discrepancies and disagreements.

  • Ensures prompt and courteous service is delivered to all customers in person and in all communications.

  • Takes customer equipment requests and fills orders within established time line.

  • Safely and properly delivers equipment to patient rooms or standby locations in patient-ready condition with appropriate software, configuration, accessories and disposables.

    Picks up, cleans and processes all soiled equipment, preparing it for “patient ready” use following all company and hospital protocols.

  • Conducts equipment tracking rounds using handheld scanners to capture equipment activities.

  • Runs reports as required by supervisor and monitors equipment levels.

  • Inspects, cleans and tests medical equipment for functionality, following approved written procedures.

  • Educates and engages customers at the time of delivery, detailing customers on the features and functionality of the equipment,

  • Inspects, cleans and tests medical equipment for functionality, following approved written procedures.Records all non-functional equipment that has been reported by customer.

  • Completes all paperwork accurately and in a timely manner to ensure accurate documentation for billing and required regulatory compliance.

    Completes safety inspections/preventative maintenance on equipment (when applicable).

  • Documents all equipment incidents in occurrence with both company and customer policies.

  • Shares information with all team members to improve ability to service customers and define opportunities for the district team.

  • Assists with inventory management.

  • Resolves customer complaints and ensures customer satisfaction; provides all customer feedback to the supervisor in a timely manner.

  • Performs other assigned duties.


Level II

  • Proficient in systems and Microsoft Office programs (Word, Excel).

  • Serves as part of training team for other members in Division/Region.

  • Serves as a peer advisor to employees.

    Orients, trains and assigns and checks other employees' work, as appropriate.

  • Develops other personnel when applicable (cross and lateral training).

  • Stays up to date on the medical equipment in our fleet.

  • Demonstrates a high level of sales aptitude with customers, and identifies and brings opportunities to review as part of the territory planning process.

  • Possesses strong customer interfacing skills based on relationships established with accounts

  • Ensures high quality output by following quality procedures and educating other employees on proper protocol

  • Possesses strong customer interfacing skills based on relationships established within accounts often serving as a lead

  • Serves as subject matter expert for key projects in account; e.g., quality indicators, shift lead responsibility.

  • Demonstrated competency verification on core equipment inspections.

Level III

  • Considered a subject matter expert with policies and procedures.

  • Used as a resource to effectively address and resolve all customer issues.

  • Demonstrated competency verification on all equipment inspections and preventative maintenance.

  • Places internal requisitions and assists with inventory management of replacement parts.

  • Able to retrieve and use information to support technical services and the repair of fleet equipment to improve utilization.

  • Able to complete manufacturer service calls (mechanical, not technical) and all necessary documentation.

  • Able to in-service majority of fleet equipment to clinical staff.

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