POSITION RESPONSIBILITIES(Essential Job Functions)
- Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
- Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
- Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Client in a professional and positive manner
- Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
- Consults by phone, Teams, and e-mail with Director of Service, Regional Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Companys Escalation Procedure
- Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction
- Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications
- Generates system sales leads and communicates those leads back to sales team
- Trains and disseminates knowledge to the rest of the organization regarding equipment
- Participates in the on-call rotation schedule for after-hours technical support calls
- Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
- Demonstrates success and a passion for servicing and learning new technologies which generally incudes training opportunities in Avante supported modalities and system models
- Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
- Works professionally, respectfully, and efficiently with all levels within the organization
- Adheres to all company employment policies and safe practices
- Performs other duties as assigned
POSITION REQUIREMENTS
Education/Experience:
Associates degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
Two (2) to four (4) years of medical diagnostic imaging equipment troubleshooting and repair experience required; One (1) to three (3) additional years of diagnostic imaging field service repair experience preferred
Knowledge and experience on Philips/GE Cardiovascular systems is required
Other Qualifications:
- Travel to customer site will include 50-75 percent of work; must be willing and able to travel by all modes of transportation and have a valid driver's license and Motor Vehicle Record meeting company requirements and guidelines
- Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus
- Excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors
- Ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization
- Frequently required to lift, carry, or otherwise move up to 100 lbs. while working with medical equipment
- Frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment
- In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
Required Citizenship / Work Permit / Visa Status
US Citizen / Green Card holder
Must-Haves
Cardiovascular/Cath lab - 5+ Years of exp
GE OR PHILIPS Trained
CUSTOMER SERVICE;MICROSOFT OFFICE