Field Service Engineer - East Coast
Field Service Engineer - East Coast
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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- Provide in-house and field service of Software/hardware-driven medical devices including network configuration software installation and system integration with hospital IT infrastructure.
- Provide support to customers via phone e-mail and other communications as needed.
- Act as the first point of escalation for customers for technical issues that arise in the field.
- Through the Call Center environment provide return and replacement support for equipment and consumables.
- Manage service inventory of consumables spare parts and assemblies for service support.
- Provide return and replacement support for Echosens equipment and consumables.
- Develop and manage on-site and depot service including development of service infrastructure.
- Train in-house and field technicians.
- Train medical staff in equipment theory use and operation.
- Responsible for control of further processing delivery or installation of non-conforming product until the deficiency or unsatisfactory condition has been corrected.
- Document service cases and update CRM and ticketing systems (e.g. Salesforce Zendesk) with detailed structured notes related to system issues fixes and escalation outcomes
- Assembly and testing of complex micro-electromechanical apparatus.
- Assist with a variety of manufacturing and assembly tasks related to the console and associated components.
- Excellent hands-on skills both mechanical and electrical.
- High frequency of travel required within the US. ( 3 5 days per week).
Experience requirements
Experience with customer service technical support in a medical device environment. Hands-on assembly of systems and components. Experience in the diagnostic of ultrasound systems digital imaging and networking (PACS DICOM HL7 VPN) or similar.
Experience in remote support testing and quality control of medical devices including software and hardware upgrades.
Strong technical problem-solving troubleshooting analytical and critical thinking skills.
Experience with Microsoft Windows OS (workstation and server) IP-based networking (TCP/IP) remote desktop tools and cloud-connected medical platforms
Excel at building long term customer relationships. Excellent communication skills.
Capable of multitasking and prioritizing tasks effectively. A moderate clinical background (e.g. familiarity with the operating room environment and working with physicians) is required.
Familiarity with basic cybersecurity principles and compliance requirements (e.g. HIPAA secure data transmission).
Employment Type
Full-time
