Field Service Engineer, mCT

Responsibilities

• Support our Service network and help build a world class Customer Satisfaction Department.
• This position requires the ability to work flexible hours including nights and weekends as required to respond to customer requests and service calls.
• On-site troubleshooting and resolving complex technical problems on CT equipment in a medical environment.
• Drive customer satisfaction through service excellence by conducting preventive maintenance, managing repair/parts cycle times.
• Ensure escalation situations are managed and corrected quickly and professionally.
• Provide 2nd line support to the distributors in all aspects of customer support.
• Have a very high level of product knowledge.
• Define PM kits and all service tools.
• Build a service database of information to align with our corrective action systems.
• Provide information such as fault trees and training materials.
• Run tests and simulations at our facility to assist with problem solving.
• Travel to the field to train and or resolve customer issues.
• Train service engineers.
• Attend and complete all required training and certification exams.
• Learn to be proficient in service and repair of all systems (current, new, and updates).
• Be able to work independently and take ownership of customer base.
• Be completely self-sufficient in the field.
• Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations.
• Become and remain compliant with REPtrax and Vendor Mate.
• Follow all company policies regarding travel, expenses, meetings, and meals.
• Maintain basic system operational and service understanding in order to answer customer questions and resolve issues independently.
• Maintain service calendar accessible by CS Manager/staff.
• Close reports to CSD on Great Plains, PM Reports, Service Reports.
• Required to wear dosimeter when in direct contact with radiation emitting devices.

Requirements

• Associates Degrees in Electronics, Telecommunications, or Computer Networking or other related discipline or equivalent experience preferred
• Technical training and at least 2 years hands on experience servicing medical equipment.
• Experience with CT and Imaging a plus
• ISO, FDA, CMDR Awareness Training and Product Complaint System, or Certification – Health Stream
• Experience with mechanical devices, tools and test equipment, telecommunications systems, and working knowledge of computer networking
• Must demonstrate fluent English verbal and written communication skills and work effectively in a demanding, fast paced environment
• Willing to travel overnight
• Valid driving license and satisfactory driving record is mandatory and background and drug testing (pre and post-employment) is required
• Budget, expense, and resource management experience required
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
• Competencies & Skills: You must be comfortable with technology, be able to present using a laptop computer and be able to demonstrate proficiency with MS Office package, including Excel, Word, and Power Point; as well as Outlook, Internet Explorer, and Google Chrome
• Familiarity with clinical and economic outcome data, reimbursement, and managed care policies and procedures is highly desirable
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a team environment and build strong working relationships
• Dependable and punctual
• Ability to meet accuracy and productivity goals
• Good problem solving skills, ability to evaluate situation and prioritize factors in decision making
• Self-motivated, utilize available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties
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