Reporting to the Regional Field Service Manager, the primary responsibility of the Field Service Engineer is to provide Field Service technical support activities including installation, repair, preventative maintenance, and software upgrades. Ensures the highest level of field service to customers as the industry leader in intraoperative ultrasound systems. This is a Field Service Engineering based role which requires daily travel and technical skills.

Responsibilities:

• Territory: IA, MN, ND, NE, and SD - Candidate must live in the Minneapolis/St Paul area.

• Installs and sets up intraoperative ultrasound equipment which includes systems and transducers at customer location, preparing equipment for clinical use.

• Installs or replaces parts to repair equipment as well as other components according to manufacturer specifications.

• Operates systems and software to analyze malfunctions, resolve problems, and return equipment to optimal performance. 

• Performs recommended preventive maintenance, calibration, and certification according to manufacturer specifications.

• Interprets service manuals and uses standard test instruments and hand tools.

• Consults with customers to advise on best practices for equipment maintenance.

• Apply customer management skills and expertise to manage and resolve customer needs.

• Advises management regarding customer satisfaction, product performance, and suggestions for product improvement.

​Qualifications

• Associates degree in Biomedical Engineering, Electrical Components or related technical degree. Bachelor’s degree preferred. In lieu of an Associates or Bachelor’s degree, a minimum of 2 years experience in the medical device industry, field service engineering, customer facing repair, product maintenance, or medical device remote support. 4 years is preferred.

• Computer expertise, familiarity with Windows OS, and demonstrated expertise with hardware and software troubleshooting.

• Self-motivated, takes initiative, and the ability to work independently, without direct supervision.

• Strong oral and written communication skills with a professional and confident demeanor.

• Attention to detail, analytical and problem-solving skills.

• High passion and comfort level with software and technology in general.

• Ability to Travel up to 75%.  

• Provides phone support and troubleshooting assistance to customers according to service policy.

• Identify and escalate priority issues per Quality specifications.

• Accurately process and record customer requests using company designated CRM software.

• Deliver and facilitate training to Biomed/Clinical Engineering departments, as required. 

• Maintains service call workspace and is able to meet all KPIs for the month.

• Prepare service documentation to meet Company requirements and support regulatory compliance.

• Responsible for all inventory items provided and utilized for servicing equipment, advising management when inventory items are at the minimum level

• Will be required to register and maintain compliance with one or more vendor credentialing organizations as deemed by various customer hospitals/health systems  

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 

• The successful applicant must comply with GEHC's standard background check, including a post-offer drug test. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, and additional drug tests or background checks (including a federal government background check if assigned to support a contract with the federal government).

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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