SENIOR SERVICE TECHNICIAN

Job Type:

Full-time Department:

Technical Support /

After-Sales Service Reports To:

Sr.

Service Supervisor Location:

Southlake, Texas

ABOUT EMS EMS

is a global leader in the design, manufacturing, and sale of devices used for medical and dental treatments. With over 40 years of expertise, EMS embodies Swiss precision and craftsmanship, delivering innovative solutions in:

Dental Prevention:

Inventors of Guided Biofilm Therapy (GBT), a proven protocol for biofilm management, and creators of Airflow®, Perioflow®, and PIEZON® technologies.

Urology:

Pioneering endoscopic lithotripsy solutions with the LithoClast® and LaserClast® product range.

Shock Wave Therapy:

Innovators of RSWT® (Radial ESWT) and the Swiss DolorClast® Method for treating musculoskeletal and dermatological conditions. At EMS, we are driven by our core values: Respect, Excellence, and Client Orientation.

Our mission is simple:

to ensure happy and healthy patients, successful clinicians, and passionate partners through the least invasive and clinically proven treatments.

POSITION SUMMARY

The Senior Technician provides technical support for the EMS Technical Support and Service functions. This position is responsible for ensuring that technical inquiries, equipment troubleshooting, repairs, maintenance activities, and escalated technical issues are handled accurately, efficiently, and in accordance with EMS technical, quality, and service standards. The Senior Technician serves as a technical subject matter expert, and escalation point for the Technical Support and Service team. The position provides hands-on technical assistance while also developing technical competencies, managing technical workflow, and identifying opportunities to improve technical processes and customer outcomes.

KEY RESPONSIBILITIES

Technical duties Serve as a technical escalation point for complex product, troubleshooting, repair, maintenance, and service issues. Review and support resolution of difficult or recurring technical cases. Provide technical guidance to team members and assist with troubleshooting decisions when additional expertise is required. Ensure technical solutions are consistent with EMS procedures, product specifications, and established service standards. Help orchestrate team meetings and coaching sessions, where applicable. Assist with onboarding and training of new technical employees. Promote a culture of technical excellence, accountability, teamwork, and continuous learning. Technical Support & Troubleshooting Provide hands-on troubleshooting and technical support for EMS medical and dental devices. Diagnose equipment issues using technical documentation, product knowledge, service history, and available diagnostic information. Determine appropriate corrective action, including troubleshooting, repair, maintenance, replacement, escalation, or additional technical investigation. Serve as the senior technical resource for team members handling complex technical issues. Review technical cases and provide guidance to ensure accurate diagnosis and resolution. Escalate complex or unresolved technical matters to global EMS Technical Support, Engineering, Quality, or other appropriate resources. Maintain strong working knowledge of EMS products, technologies, service procedures, and technical documentation. Identify recurring technical issues and work with appropriate departments to determine root cause and corrective action. Provide technical input regarding warranty claims, repair decisions, product failures, and customer service resolutions when requested. Technical Quality & Compliance Ensure technical activities are performed in accordance with EMS quality procedures, policies, and applicable regulatory requirements. Maintain responsibility for quality assurance activities assigned by the company. Review technical documentation and service records for accuracy and compliance. Identify quality trends, recurring technical failures, documentation gaps, and process deficiencies. Partner with Quality to investigate technical issues and implement corrective and preventive actions. Support internal and external audits, quality investigations, and regulatory activities as requested. Ensure team members follow applicable health and safety requirements when performing technical work. Promote a strong culture of quality, documentation, safety, and compliance throughout the technical function. Training & Technical Development Develop and maintain advanced knowledge of EMS products, technologies, and service procedures. Complete all required EMS product training and technical certifications. Maintain current knowledge of product updates, technical bulletins, service procedures, and manufacturer recommendations. Train and coach technical team members on EMS products, troubleshooting methodologies, repair procedures, and service standards. Identify technical knowledge gaps within the team and recommend appropriate training. Develop or maintain technical training materials, troubleshooting guides, and knowledge-base resources. Promote cross-training and knowledge sharing within the Technical Support and Service team. Support the development of technical competency levels and career progression for team members. Customer & Technical Escalation Management Serve as a technical escalation point for complex or sensitive customer issues. Assist Customer Service and Sales with technically complex customer inquiries. Collaborate with First Level Support when technical issues require escalation beyond their scope of support. Provide technical guidance and recommendations to First Level Support without assuming responsibility for the First Level Support function. Communicate technical information clearly to customers, distributors, clinicians, and internal stakeholders. Participate in customer calls or interactions when technical expertise is required. Ensure technical issues are communicated accurately and professionally. Balance technical requirements, customer expectations, warranty considerations, and company policies when determining appropriate solutions. Cross-Functional Collaboration Work closely with Customer Service to ensure seamless management of customer technical issues. Collaborate with First Level Support on escalated technical issues and product-related questions. Collaborate with Logistics regarding spare parts, equipment movement, loaners, and repair shipments. Partner with Sales and Marketing on product demonstrations, technical questions, trade shows, and customer-facing activities. Work with Quality on product complaints, technical investigations, CAPA activities, and compliance matters. Collaborate with global EMS Technical Support, Engineering, Product Management, and other teams on complex technical matters. Communicate relevant technical trends, product issues, and customer feedback to management and appropriate global teams. Continuous Improvement Identify opportunities to improve troubleshooting, repair, maintenance, and technical support processes. Investigate recurring technical problems and assist with root-cause analysis. Recommend improvements to products, processes, documentation, training, and customer support. Lead or participate in technical improvement projects. Encourage team members to identify inefficiencies and contribute ideas for improvement. Promote standardization and consistency in technical support and repair activities. Other Responsibilities Maintain current knowledge of EMS products, technologies, procedures, and policies. Participate in required meetings, projects, training, trade shows, demonstrations, and other company activities. Support operational and sales activities when technical expertise is required. Perform other duties and responsibilities consistent with the employee's skills, experience, and position as assigned by management.

EDUCATION & EXPERIENCE

High School Diploma or GED required. Associate's Degree or technical certification in Biomedical Equipment Technology, Electronics, Engineering Technology, Dental Technology, Health Sciences, or a related field preferred. Previous experience in technical support, field service, equipment repair, biomedical equipment, dental equipment, medical devices, or a related technical field required. Previous experience supervising, leading, mentoring, or developing technical personnel preferred. Experience troubleshooting and repairing complex medical, dental, electronic, mechanical, or electromechanical equipment strongly preferred. Previous experience working in a regulated healthcare or medical-device environment preferred. Experience with CRM, ERP, ticketing, service management, or technical support systems preferred. Relevant technical certifications are a plus. Fluency in English required; Spanish is a plus.

REQUIRED SKILLS & QUALIFICATIONS

Strong technical aptitude with the ability to troubleshoot complex mechanical, electrical, electronic, and/or medical equipment. Strong diagnostic and problem-solving skills. Ability to interpret technical documentation, service manuals, schematics, and troubleshooting information. Strong understanding of root-cause analysis and structured problem-solving. Ability to coach and develop technical employees. Strong communication skills with the ability to translate technical information into clear explanations for both technical and non-technical audiences. Strong customer-service orientation. Ability to make sound technical decisions while considering customer, quality, warranty, and business requirements. Strong organizational and prioritization skills. Ability to manage multiple technical issues and competing priorities. Strong attention to detail and commitment to accurate technical documentation. Ability to remain calm and effective when handling escalated or high-priority issues. Proficiency with CRM, ERP, Microsoft Office, and other business or technical systems. Ability to work independently while collaborating effectively across departments and with global EMS teams.

BEHAVIORAL COMPETENCIES

Technical Excellence Demonstrates a high level of technical knowledge and consistently applies sound troubleshooting, diagnostic, repair, and problem-solving practices. Teamwork & Collaboration Builds strong working relationships across Technical Support, Customer Service, First Level Support, Logistics, Sales, Quality, and global EMS teams. Adhering to Principles, Acting with Values & Integrity Demonstrates honesty, professionalism, and integrity while adhering to EMS policies, procedures, quality standards, and applicable regulations. Excellence in Execution Consistently plans, prioritizes, and delivers accurate, timely, and high-quality technical solutions. Agile Thinking Demonstrates flexibility and adaptability when addressing complex technical problems, changing priorities, new products, and evolving customer needs. Innovation & Continuous Improvement Identifies opportunities to improve technical processes, tools, documentation, training, and customer experiences. Client Orientation Maintains a strong focus on customer needs while ensuring technical recommendations align with EMS quality, warranty, safety, and business requirements.

PERFORMANCE EXPECTATIONS

Success in this position will be measured through a combination of technical, operational, customer, and team performance, including: Technical case resolution and turnaround time Quality and accuracy of troubleshooting and repairs Technical escalation resolution Repair and maintenance turnaround time Accuracy and completeness of technical documentation Customer satisfaction and service quality Compliance with EMS quality and service procedures Successful implementation of technical process improvements Cross-functional collaboration Achievement of established Technical Support and Service KPIs

WHY JOIN EMS?

At EMS, we offer an exciting opportunity to be part of a global and successful company where you can thrive in a pleasant and supportive work environment. Enjoy the benefits of a future-proof, permanent position with a flexible and self-responsible working culture, all within the framework of our unique "I Feel Good" corporate culture. We take pride in fostering diversity and inclusivity in the workplace, encouraging individuals from all backgrounds to join our team and contribute to our mission. EMS is an Equal Opportunity Employer.

Pay:

$28.00 - $31.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Safety equipment provided Tools provided Vision insurance

Work Location:

In person