Apply knowledge of mechanics, electronics, optics, computers, and products to the installation, preventive maintenance and repair of medical imaging systems and accessories. Cultivate superior customer relations to ensure contract stability and continued success. The Lead Field Service engineer manages a team of Field Service Engineers and serves as a manager, mentor and most senior regional equipment services customer service representative; addressing and defusing escalated external customer service issues and concerns.
PRIMARY DUTIES AND RESPONSIBILITIES:
Routinely check on customer base for client satisfaction, unresolved issues, providing prompt and courteous service and support at all times.
Effectively communicate with customers, team members and management regularly; provide customer, competitive and sales lead information to the appropriate account manager.
Provide real-time and follow-up customer support, accurate resolutions; evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair, include customer training, introducing the customer to basic features and functions of the instrument and software.
Respond to service issues within the company guidelines and provide on-site response within 24 hours.
Manage, prioritize and assist the scheduling of all work to be performed to satisfy internal and external customer demands.
Perform system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance and validation.
Log and complete reports detailing service calls, indicating call types (down vs routine), and on-site visits including services completed, recommended parts for next service visit, and modifications to improve or update current design.
Identify in-good-condition versus failing parts that require service.
Comply with all applicable regulatory guidelines in regards to ISO Certification and process and procedure protocols are followed according to company standards.
Maintain performance standards by meeting Key Performance Indicators (KPI’s) as indicated on your performance plan.
Complete and maintain training and certification for serviced systems.
Responsible for the management, mentoring and evaluation of a regional team of field service engineers of varying professional levels.
Adhere to Quality Management Procedures (QMP) and Work Instructions (WI) as set by the Quality Management System (QMS).
Perform other duties as determined by management.
Required to comply with all safety and compliance policies and procedures as it relates to their job duties and responsibilities.
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is often required to stand; walk; sit; frequently uses hands to finger, handle, or feel objects, tools or controls; often reaches with hands and arms; sometimes climb stairs or ladders; may often balance; stoop, kneel, crouch or crawl in order to access equipment; frequently must provide clear communication, listen; occasionally must use sense of smell.
The employee must occasionally lift and/or move up to 75 pounds
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Work is performed at hospitals, clinics, and physician offices. Employee must be able to work in confined areas. Drive to and from facilities in all weather situations. Travel may be extensive. Schedule may be unpredictable.
Work environment may involve exposure to dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment.
Work involves moderate exposure to unusual elements, such as dirt, dust, fumes.
Performance of job duties has a reasonably anticipated risk of occupational exposure to blood-borne pathogens or other infectious materials that require following extensive safety precautions and may include the use of protective equipment.
EDUCATION: Associate Degree in electronics or biomedical engineering or equivalent training.
EXPERIENCE: 10 plus years’ experience with diagnostic imaging equipment. With no supervision be mechanically inclined to troubleshoot, dissemble and effectively reassemble electromechanical devices to potentially access and repair damaged software.
REQUIREMENTS: Valid Driver’s license. Proficient with Microsoft Word, Excel, and CRM. Expert level experience with standard and metric tools.
CREDENTIALS & CLEARANCES: Condition of employment; completion and favorable results of Background Investigation and Drug Screen.
TRAINING REQUIREMENTS: Must complete safety, OSHA and HIPPA compliance, sexual harassment, MSDS, defense driving, incident reporting, radiation safety, ISO, and OEM related training. Continuous training and knowledge seeking of company products and services.