Mentice is an uprising company with a unique product and a heart for innovative solutions!

Do you want to be a part of our future? We are now looking for a Field Service Technician to our office in Chicago!

Mentice is a global simulation-based endovascular intervention performance company. Our solutions help healthcare professionals acquire, retain, and enhance their procedural skills driving improved productivity and outcomes. We are also proud to present that 80% of the world's leading medical device manufacturers and more than 300 hospital customers choose to work with us. We have our Corporate Headquarters in Sweden and local representation in the USA, Europe, Brazil, India, China, and Japan. We have a great local team in Chicago with a passion for sales, technology, and customer service. Our company is growing and therefore we are expanding our team with an Customer Support Specialist, to strengthening our great team.

About the role
The primary responsibility of the Customer Support Specialist (Field Support) is to act as the technical anchor for hardware, system, and applications software within the regional support team. You will play a key role in our support function, working closely with regional sales and support colleagues.

In-Office Support

• Manage customer systems in-house for repair and preventive maintenance.
• Prepare hosted customer systems and coordinate shipping and logistics of these systems.
• Prepare demo units and coordinate their shipping to and from events in collaboration with Marketing and Sales teams.
• Prepare and ship sold equipment to customers.
• Respond to service calls and online tickets using the ticketing system.
• Collaborate with Field Service Specialists to provide Tier 2 support.

In-Field Support

• Travel Requirements: Regular travel within the region is expected. Travel may constitute a significant portion of working hours during certain periods and can include irregular hours and occasional weekends.
• Preventive Maintenance: Perform on-site preventive maintenance in accordance with maintenance schedules or agreements with customers.
• Installation Training: Provide installation and training support for customers.
• Congress Support: Offer proactive and relevant technical support for congresses and events.
• On-Site Service: Conduct in-field repair and troubleshooting as needed or requested.
• Product Demonstrations: Execute product demonstrations for key prospects and at roadshows to build customer confidence and secure business opportunities.

This is a full-time position reporting to the Director of Professional Services, located in Chicago. This is not a hybrid job, you must be able to work in the office when not traveling.

Required skills and experiences

• Technical understanding of electronics, mechanics, hardware, IT, and computer software
• Problem-solving attitude.
• Proven ability to function independently and with structure.
• Demonstrate ability to organize diverse types of work, shift gears quickly and adapt to changing priorities.
• Able to communicate effectively both internally and externally, fluent in English both in writing and verbal.
• Must have high attention to detail, time management, decision-making, interpersonal relationships, and organizational skills.
• Must be able to lift up to 50 pounds.
• Requires completion of an Bachelor’s degree in computer science or a related field and at least one (3) year of practical experience in a technical field, or a comparable blend of education and hands-on training.

Hope to see you as a member of our great team in the future!