TECHNICAL SERVICE FIELD ENGINEER I
RESPONSIBILITIES INCLUDE
??? Manage Account Schedule and perform the installation, operation, repair and modification of equipment within assigned territory.
??? Manage region and schedule to facilitate all aspects of technical / engineering work required to support all products supported and serviced by the Biosense Webster technical department.
??? Responds to customer requests for emergency service. Determines cause(s), troubleshoots and takes corrective action.
??? Provides guidance to Customers to include Doctors, Nurses, and hospital Biomedical engineers along with Field Service Specialist???s and/or Representatives, and assist???s when customer satisfaction issues arise.
??? Devises and implements preventive maintenance programs and maintains performance and service records for equipment.
??? Advises and assists in affecting design changes to improve equipment efficiency and/or reduce cost of operation
??? Devises project plans for the installation-planning phase of new equipment
??? Manage customer expectations on a regular basis before & after various interaction to insure customer satisfaction
??? Complete all activities within the Service Management System (Siebel) through daily updates and documentation
??? Complete all processing of RMA returns to support individual usage of supporting parts and equipment
??? Manage personal "trunk" inventory and complete required audits to support thereof
QUALIFICATIONS
??? Associate Degree or equivalent, or trade/technical schooling or five to seven years related experience, customer support/customer relations/or technical support experience
??? 2-4 years field service experience (Direct field service environment required)
Preferred
??? Bachelors degree or equivalent certification and the following disciplines:
??? Electrical Engineering (similar discipline)
??? Computer Science
??? Work experience equivalent to four years in related field.
??? Microsoft A+ Certification or equivalent computer hardware certification
??? MCP Certification or Equivalent
Essential knowledge, skills, equipment used, and abilities needed
??? Effective verbal and written communication skills
??? PC proficiency
??? Knowledge of Service management systems
??? Knowledge of Microsoft Office applications to include: Word, Excel, and Access
??? Standard test equipment to include:
o Oscilloscope
o Digital Volt Meter (DVM)
??? Organizational skills
PHYSICAL DEMANDS
Able to lift 80 lbs. To a height of four feet
Operate company vehicle
Frequent airline travel
Excessive standing, bending and stooping.
WORK ENVIRONMENT
??? Home office / Field locations 25/75
??? Ability to travel on short notice with in 24 hrs
??? Ability to work weekends and "off hours" as needed to support internal/external customer needs
SAFETY
All employees have a duty to care for their safety and for the safety of others whom may be affected by their acts or omissions at work. Therefore it is the duty of every employee to:
??? Respect and apply safety rules and procedures at all times
??? Use personal protective equipment (PPE) and safety devices as required
??? Promote industrial hygiene and safety matters
??? Report incidents and damages to management whether injuries are involved or not
??? Participate in incident investigation
??? Report hazards to management
??? Ensure a high standard of housekeeping in the work area
??? Be a safety role-model to all employees
??? Make suggestions to improve safety at the workplace
??? Actively participate in department safety committee