This is a field-based position requiring up to 100% travel. The role includes evening work, occasional weekends, and physical installation activities involving ladders, cable routing, and equipment mounting.About the RoleWe have an exciting opportunity for a proactive and customer-focused Field Service Engineer to join our team.
As a Field Service Engineer, you will be responsible for installing, maintaining, and supporting Vision RT solutions across the US region. You will provide both remote and on-site technical support to customers, ensuring systems are operating effectively and delivering an exceptional customer experience.
This role requires extensive travel throughout the assigned territory, with occasional support for other regions as required to provide business continuity and customer coverage.
Key Responsibilities- Install, configure, commission, support, and maintain the Vision RT product portfolio at customer sites.
- Conduct site surveys to assess installation requirements and ensure readiness for system deployment.
- Deliver remote and on-site technical support, diagnosing and resolving software, hardware, operating system, and connectivity issues.
- Perform preventative maintenance, system upgrades, software updates, and product enhancements to maximise system performance and reliability.
- Configure and troubleshoot Microsoft Windows-based systems and associated devices.
- Troubleshoot network connectivity and communication issues, working closely with customer IT teams to resolve technical challenges.
- Maintain accurate service documentation, installation records, maintenance reports, and customer activity logs.
- Build strong relationships with customers by providing a professional, responsive, and customer-focused service experience.
- Travel throughout the assigned region to support installations, maintenance activities, training, and customer requests, with occasional travel to other regions as required.
- Perform physical installation activities including mounting wall monitors, routing communication cables over distances of up to 50 metres, and installing equipment in accordance with safety and quality standards.
- Work safely on ladders and alongside third-party contractors in active construction, hospital, and clinical environments while adhering to PPE and site safety requirements.
- Participate in work activities outside normal business hours, including evenings and occasional weekends, where required.
- Travel to customer sites at short notice when business or customer needs demand.
Essential Skills & Experience- Strong working knowledge of Microsoft Windows operating systems, including:
- Windows configuration and system settings
- Device Manager and hardware management
- Disk and storage management
- BIOS and firmware configuration
- Windows services and security settings
- Event Viewer and system troubleshooting tools
- Experience diagnosing and resolving software, operating system, and hardware issues within a customer-facing environment.
- Good understanding of networking fundamentals, including:
- IP addressing and network configuration
- VLANs, DNS, DHCP, firewalls, and network security principles
- Common network protocols and ports
- Windows networking tools and command-line troubleshooting utilities
- Experience troubleshooting network connectivity issues using tools such as ping, tracert, ipconfig, and remote support applications.
- Understanding of cybersecurity best practices, endpoint protection, system hardening, and customer IT security requirements.
- Solid PC hardware knowledge, including:
- Component identification and replacement
- Peripheral device configuration and troubleshooting
- Hardware connectivity and performance considerations
- Experience delivering remote and on-site technical support.
- Strong problem-solving and fault-finding skills with a methodical and analytical approach.
- Excellent communication and interpersonal skills with a strong customer-service focus.
- Ability to work independently and effectively manage priorities across multiple customer locations.
- Ability to interpret technical documentation and follow established installation, maintenance, and service procedures.
- Proactive, results-oriented, and committed to delivering a high level of customer satisfaction.
Desirable Skills & Experience- Experience supporting Microsoft Windows Server environments.
- Basic understanding of SQL databases and database connectivity.
- Familiarity with RAID technologies and storage systems.
- Experience working within healthcare technology, medical devices, radiotherapy, medical imaging, or other regulated technical environments.
- Relevant technical certifications such as CompTIA A+, Microsoft certifications, or equivalent industry-recognised qualifications.
$80,000 - $100,000 a year
The base pay range for this position is expected to be between $80,000 to $100,000 per year with opportunities for overtime and travel pay. While the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, abilities and geographic location. The total compensation package for this position may also include other elements, such as bonus or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
