Field Service Eng - req1737OVERVIEWInstall, maintain, and service equipment within multiple product lines. Provide a high level of support for customers and field service operations by exhibiting a high degree of professionalism.
May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications) if qualified and approved. Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance.
RESPONSIBILITIES- Install medical imaging equipment effectively and efficiently.
- Completion of installation quality checklist.
- Perform PM inspections per equipment specifications and standards.
- Prepare work orders, parts orders, part returns, mileage logs, expense forms, time sheets and other administrative paperwork.
- Maintain all assigned assets per company P&P.
- Improve personal productivity by enhancing product knowledge through formal and on the job training.
- Service and periodic maintenance of diagnostic imaging equipment on multiple products in one modality.
- Answer technical and applications questions.
- Capable of installing multiple products in one modality.
- Maintain excellent customer relations.
- Maintain accurate and complete documentation.
- Perform and document FDA testing on assigned products.
- Keep current with latest technical developments in multiple product lines.
- Support field service operations with technical knowledge on multiple product lines.
- Install and maintain equipment in multiple product lines.
- Demonstrate expertise in multiple products in 1 modality.
- Develop a higher level of troubleshooting and analytical skills.
- Personal contacts involve frequent contact with management presenting information or recommendations. Outside requests for non-routine information requiring tact/judgment are handled.
- Plans own workload.
- Occasionally supervised; activities are governed by general organizational rules and procedures; much autonomy within established time frames.
- Work on diversified tasks that involve a range of complex but standardized procedures. Semi-routine duties may involve solving frequent problems within standards or procedures.
- Position duties involve making frequent decisions and frequent recommendations.
- Develop service-selling skills.
- Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
- Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
- Escalates technical issues and inquiries, as needed.
- Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
- Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
- Contributes to and generates knowledge articles per P&P.
QUALIFICATIONS- Proven ability in developing and maintaining effective internal and external working relationships.
- Must maintain active motor vehicle driver's license from the state where the employee resides.
- 2 Year Associate's Degree in Electronics technology or equivalent work experience in lieu of degree.
- 3 years Advanced electronics experience.
- 5 years Field service experience.
- Pay Information: Min $74,000 to Max $119,600 annual equivalency (FSE) DOE
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