Field Services Engineer

We are looking for an engineer to be responsible AND manage the customer support system in the installation, service and repair of all products. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires, and complaints.

DUTIES & RESPONSIBILITIES 

• Perform the installation, operation, preventative maintenance, repair, and upgrades of equipment per assigned work orders.
• Complete clear and timely documentation associated with all performed field service and remote support.
• Manage schedule to facilitate all aspects of technical / engineering work required to support products supported and serviced by the technical department.
• Responds to customer requests for emergency service. Perform basic troubleshooting and repairs of products supported by the technical department.
• Set and manage proper expectations with Customers before and after service-related interactions to ensure customer satisfaction.
• Timely completion of paperwork and administrative tasks per department/company policies and procedures.
• Complete all processing of RMA returns to support individual usage of parts and equipment.
• Manage allocated inventory.
• Completes all assigned and required trainings for supported products and processes.
• Acts as customer advocate to represent customer needs internally.
• May be required to participate in incident investigation.
• Responsible for communicating business related issues or opportunities to next management level.
• Follow all Company guidelines related to Health, Safety and Environmental practices.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.

EXPERIENCE AND EDUCATION

• Associate degree with 2 years’ experience in Cardiology or Electrophysiology (preferred) field; OR
• Associate degree with 2 years’ experience as a biomed in hospital environment or in medical related field service (preferred); OR
• Bachelor’s degree (preferred) in Biomedical Engineering or Electronics/Electrical or Computer Engineering with 2 years of hospital or field service experience (preferred).
• English verbal and written communication skills.
• Organization skills.
• Knowledge of Microsoft Office.
• Problem solving skills.
• Knowledge of service management system is a plus.
• Standard test equipment includes digital multimeter.
• Frequent air travel
• Must have valid and clean driver’s license.