Adaptive Equipment Technician - INTERNAL ONLY

Here's a unique opportunity to become part of something special.

At PRC-Saltillo, we have a mission to provide voices to children and adults who are unable to communicate effectively with their natural voices.  Each year, we provide voices to thousands of individuals through our specialized communication devices and software.  We serve individuals with Autism, ALS, Cerebral Palsy, Aphasia and a variety of other conditions.  Our products not only provide the ability to speak, but open opportunities for education, vocation and simply fuller participation in life.

All applicants need to go to our website to apply www.prc-saltillo.com/careers

Position Summary: The Adaptive Equipment Technician (AET) offers support to customers by assisting with the assembly, customization, and repair of various mounting solutions.  This role requires staying updated on the latest changes in the Company’s equipment lineup and advancements in mounting technologies.  The Adaptive Equipment Technician possesses strong mechanical and troubleshooting skills, as well as effective problem-solving abilities.  Exceptional customer service skills are essential in this position.

Duties and Responsibilities:

• Receives incoming emails and phone calls dealing with the mounting systems the Company offers. This individual must be able to convey pleasant, positive, and helpful manner while on phone calls and answering emails.


• Reviews and confirms orders to determine the correct mount parts are ordered for the customer’s equipment for a greater out-of-box experience.


• Responsible for obtaining pertinent information from the customer to document the issues regarding our mounting options in our enterprise resource planning (ERP) system to track trends.


• Responsible for maintaining current knowledge and understanding of various mounting brands and current/obsolete product lines to answer technical and application questions involved.


• Works on continuous improvement processes to streamline wheelchair mounting options and selections.


• Updates technical staff, consultants, and other parties on various mounting options, assemblies, new parts, and processes in person or over chosen messaging system.


• Works with other departments to review inventory to determine if current parts are up to date.


• Maintains confidentiality outlined in the privacy portion of the federal Health Information Privacy and Portability Act of 1996.


• Assists in the search of new mounting solutions.


• Sets up exchanges for items that need to be swapped due to being incorrect or malfunctioning or sending out small parts and miscellaneous items that are required for the overall function of the mount assembly.


• Handles inquiries concerning shipments and deliveries, exchanges, and new purchases courteously and with tact.


• Performs repairs and other service procedures for the mounting line and decides as to whether the repair will be a warranty or non-warranty.


• Tabulates service charges for out of warranty products, which may include calling customers with costs.


• Assists in the building and design of custom modification that requires using the equipment in the Machine shop.


• Works with customers to solve their mounting problems without consulting the supervisor. The supervisor is the next step when necessary.


• Understands the Company structure to refer customers to proper departments. Maintains open communications with the various departments.  Responsible for relaying important data and paperwork to the appropriate department.


• Provides feedback to appropriate departments through record keeping, data collection, and reporting using tools provided by the Company.


• Attends and participates in meetings, conference calls, and committees as requested.


• Assists the supervisor in implementing established service procedures and suggests improvements.


• Responsible for seeking out information and procedures on new products.


• Participates in building and maintaining the Company Service Knowledge Base.


• Assist in implementing established service procedures and suggest improvements.


• Performs other duties as assigned.

Required Skills and Abilities:

• Excellent customer service skills, interacting with internal and external customers in a professional and courteous manner.


• Strong mechanical background.


• Knowledge of wheelchair mechanics.


• Excellent verbal and written communication skills.


• Able to work well independently and in a team environment.


• Strong problem-solving, troubleshooting, and reasoning skills.


• Well organized and able to prioritize tasks.


• Detail oriented, with strong analytical ability.


• Flexible, with ability to adapt to a fast paced, rapidly changing circumstances.

Education and Experience:

• A high school diploma or GED is required.


• At least two years of customer support experience is required.


• Have a working knowledge of PRC-Saltillo Equipment preferred.


• Experience of working with a Customer Relationship Management (CRM) database would be ideal.