Service Technician

**Objectives**:
The Service Technician will be responsible for accurately diagnosing, repairing, and testing gas detection equipment in a timely manner, with the highest quality, and in accordance with ISC policies and procedures. They will be trained and knowledgeable on all ISC service processes (IRO, CRO, iNet, Rental) and trained and competent in diagnosing, repairing and testing of all instruments and docking stations The Service Engineer will be based in Saudi Arabia and will harness their leadership and technical abilities to drive team performance

**Essential duties and responsibilities**:
Mentorship

Ensure that all operations and activities follow ISC and government policies and regulations

Develop, coach and mentor other technicians to ensure training and competency requirements are met

Coordination

Review and make decisions in conjunction with other members of the Service Team

Monitor various work queues to fulfill customer requests

Assist other teams with basic job duties as required

Maintain documentation and records

Technical Expertise

Diagnose, repair, configure and test gas detection equipment with a focus on quality

Work with proprietary software to program special settings for sensors, users and locations

Cross-trained and knowledgeable all service processes including IRO, CRO, iNet, and Rental

Cross-trained and highly competent on all instruments, as well as docking stations

Testing and preparation of rental instruments and accessories

Visits to Customer sites and perform Diagnostics, Repair, Trials and Trainings

Travelling in business regions for site installation, commissioning, trainings and supports as needed

Accurate entry of customer information into Oracle, Salesforce or iNet control

All other duties as assigned including Logistics Coordination, Shipping and Receiving Spare Parts, Instruments as directed by reporting Manager

Inventory management and material handling daily as and when required

Issue warranty parts to distributors and accountable for inventory of calibration gas and spares

Process Improvement

Monitor to ensure all policies, procedures and standards are being followed on daily basis

Lead in development, update, review and promotion of Service SOP’s (Standard Operating Procedures) and documentation

Communicate process and follow standard works as necessary

Proactively seek continuous improvement of Service Department processes (Kaizen), providing continual evaluation of the team’s processes/methods and enacting change as necessary to assure the most effective use of resources and equipment

Participate in departmental daily management and performance reporting

Maintain a clean, safe, and functional work area

**Qualifications**:
**Skills and work traits (required)**:
Commitment to safe work practice

Ability to plan and schedule work

Excellent interpersonal skills in English, both verbal and written, with internal and external partners

Very organized and capable of performing multiple tasks simultaneously

Superior attention to detail and willingness to take ownership of projects and tasks

Ability to work well with others in a cross functional team under mínimal supervision

Proven experience in providing excellent customer service

Set a positive example and fulfill responsibilities with integrity, ethics, and professionalism

**Skills and work traits (preferred)**:
Kanban knowledge

Valid Saudi Driving License

**Technical Competencies (required)**:
Bachelor’s engineering degree in electronics or equivalent experience

Soldering skills and mechanical assembly skills

Advanced troubleshooting skills

Advanced computer and typing skills

Experience in manufacturing, assembly or repair/service environments

Demonstrated capability to work independently on complex and multiple projects requiring judgement to resolve problems

**Technical Competencies (preferred)**:
Strong knowledge of ISC Support Systems (Oracle, JIRA, Service Desk, iNet Systems, Salesforce, Windchill, DSSAC)

Advanced proficiency in MS Office Applications (Word, Excel, Outlook)

Experience in repairing surface mount PCBs

High proficiency in using standard measuring tools and electronic diagnostic equipment

Strong skills in troubleshooting to a component level

Knowledge of toxic and explosive gas monitoring

**Physical demands**:
While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, reach with hands and arms, walk, talk, and actively listen. The employee may be required to regularly use hands and digits to handle or feel work material. The employee may be required to frequently lift or carry up to 20 lbs. and on occasion, be required to lift or carry up to 50 lbs. The employee may be required to frequently ascend/descend stairs/steps, especially at field locations. The employee must be able to use/wear applicable personal protective equipment which may include but is not limited to safety-toed foot wea