Field Service Engineer

POSITION SUMMARY

The Field Service Engineer position has a primary responsibility to provide technical support for the clients customers (clinical and commercial) remotely or on site as determined by machine status and customer requirements. This individual is responsible for proactive and reactive onsite management and the resolution of customer equipment issues both domestically and internationally. This position provides a conduit for feedback of ideas systemic problems and user interface issues. The Field Service Engineer will be primarily a regional role domestically although some out of region and international travel will be required as part of the Field Service Engineer activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide repair and maintenance to the clients systems located at customer sites.
• Answer customer calls communicate with customer sites and provide remote support when necessary.
• Identify parts needed for repairs and coordinate with internal departments for receipt of requested parts.
• Proactively review customer issues and trends based on historical data to ensure uptime of the machine is maximized and customer concerns with product performance and safety are quickly communicated to the client and quickly resolved. An essential part of managing the customer concern is effective communication with the doctors and support staff.
• Assist in the development of service documentation in conjunction with the inhouse based team. Assist in identification and development of Field Service tools and test equipment.
• Assist in the training of further Support staff.
• Selfmonitor and regulate ones own schedule.
• Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital healthcare system etc.).

KNOWLEDGE / EXPERIENCE/ SKILLS / EDUCATION

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Required:

• Bachelors degree in engineering or equivalent in work experience.
• At least 3 years of field support engineering or manufacturing experience with high technology electrical/electronic products. At least 3 years work experience with Medical Device manufacturer involving lasers and optics.
• Handson experience with electronic test equipment.
• Strong software skills (MS Office).
• Excellent communication organizational problem solving and customer relations skills.
• Ability to read and interpret documents such as Engineering drawings specifications and procedures.
• The ability to travel domestically and internationally and work occasional weekends.

Preferred:

• At least 3 years experience working with Medical Device manufacturer involving lasers and optics.

PHYSICAL DEMANDS

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Field Service Engineers job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Field Service Engineers duties and responsibilities. The employee must lift move and control physical inventory office supplies or stored records weighing up to 50 pounds on a regular basis. Using ones own hands and arms in handling installing positioning and moving materials and/or in manipulating things.

WORK ENVIRONMENT

While performing the duties of the Field Service Engineer the employee will work out of their home office. They will be required to travel frequently in order to repair and maintain the systems at customer sites. While performing the duties of this position the employee works near and around moving mechanical parts and is exposed to laser radiation and vibration. The noise level in the work environment is usually moderate. In addition to a competitive salary below are further benefits/rewards offered by the client:

Annual bonus opportunity

Company matched 401(k) plan with eligibility day one and immediate vesting

Employee Stock Purchase Plan (ESPP) and other company equity programs

Employersponsored comprehensive health plans medical/dental/vision

Employerpaid disability insurance

Voluntary life insurance

Generous company holiday schedule

Paid time off program

Companywide paid shutdown during the holidays

Remote Work :

No