Field Service Engineer, mCT

This is a fully remote position, open to applicants in California.

📋 Description

• Assist our Service network in establishing a premier Customer Satisfaction Department.

• This role necessitates the ability to work flexible hours, including nights and weekends, to address customer inquiries and service calls.

• Conduct on-site troubleshooting and resolution of complex technical issues on CT equipment within a medical setting.

• Enhance customer satisfaction through exceptional service by executing preventive maintenance and managing repair/parts cycle times.

• Ensure that escalation scenarios are handled swiftly and professionally.

• Offer 2nd line support to distributors across all customer support aspects.

• Maintain a comprehensive level of product knowledge.

• Define preventive maintenance kits and all necessary service tools.

• Develop a service database of information that aligns with our corrective action systems.

• Supply resources such as fault trees and training materials.

• Perform tests and simulations at our facility to aid in problem-solving.

• Travel to client sites to provide training or resolve customer issues.

• Educate service engineers.

• Attend and complete all mandatory training and certification exams.

• Acquire proficiency in servicing and repairing all systems (current, new, and updates).

• Work independently and take ownership of the assigned customer base.

• Be entirely self-sufficient while operating in the field.

• Effectively manage time; prioritize tasks and make sound business decisions regarding efficiency and effectiveness while fulfilling daily service expectations.

• Ensure compliance with REPtrax and VendorMate.

• Adhere to all company policies related to travel, expenses, meetings, and meals.

• Maintain a fundamental understanding of system operations and services to independently resolve customer inquiries and issues.

• Keep a service calendar accessible to the Customer Service Manager and staff.

• Close reports to CSD on Great Plains, PM Reports, and Service Reports.

• Required to wear a dosimeter when in direct contact with radiation-emitting devices.

⛳️ Requirements

• An Associate's Degree in Electronics, Telecommunications, or Computer Networking, or a related field, or equivalent experience is preferred.

• Technical training along with a minimum of 2 years of hands-on experience servicing medical equipment.

• Experience with CT and Imaging is a plus.

• Awareness of ISO, FDA, CMDR Training, and Product Complaint System, or Certification – Health Stream.

• Familiarity with mechanical devices, tools, test equipment, telecommunications systems, and basic knowledge of computer networking.

• Must possess fluent verbal and written communication skills in English and work efficiently in a demanding, fast-paced environment.

• Willingness to travel overnight is necessary.

• A valid driving license and a satisfactory driving record are mandatory; background and drug testing (pre and post-employment) are required.

• Experience in budget, expense, and resource management is required.

• Ability to gather data from various sources, analyze it, and make informed recommendations to management.

• Competencies & Skills: Must be comfortable with technology, able to present using a laptop, and demonstrate proficiency with the MS Office suite, including Excel, Word, and PowerPoint, 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.

• High attention to detail is essential.

• Understanding of terminology and effective communication within the team is crucial.

• Ability to organize and prioritize tasks resulting in consistent productivity.

• Ability to work within and support a team environment while fostering strong working relationships.

• Dependable and punctual.

• Capability to meet accuracy and productivity goals.

• Strong problem-solving skills, with the ability to evaluate situations and prioritize factors in decision-making.

• Self-motivated, utilizing available resources for personal growth and development.

• Flexibility to follow directives and complete tasks beyond normal responsibilities.

🏝️ Benefits

• Medical (Blue Cross Blue Shield): 5 PPO Plans (with up to 95% employer contribution).

• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution).

• Vision (Blue Cross Blue Shield): 100% company paid.

• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid.

• 401k Retirement (Fidelity): 100% company match up to 5%.

• Tax Deferred Health Care Savings Programs.

• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft.

• Generous paid time off, tuition reimbursement, and more!