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Performs routine and semicomplex technical evaluations on field returns requiring expertise in all aspects of electrical and/or mechanical engineering. Generates formal field complaint investigation results.
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Also performs repair and electrical and mechanical calibration and testing on customer devices returned from the field or on in house measuring equipment.
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Performs work requiring judgment in the independent evaluation selection and substantial adaptation of standard techniques procedures and criteria.
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Works from product knowledge product and performance specifications work instructions deviation authorizations and verbal instructions.
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Meets established productivity and quality standards.
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Contributes to the effectiveness and efficiencies of the department.
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Prioritizes and performs all work in the best interest of the customer and the business unit.
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Contributes to department goals and objectives.
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Stays current with technology and new released products.
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Ensures safety procedures are observed and leads by example.
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Devises new approaches to field return investigations and repair.
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Troubleshoots calibrates tests and performs routine and complex electrical and mechanical repairs/investigations.
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May provide technical product support to customers via telephone.
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Enters repair work into the repair database (Oracle Depot Repair) and results of investigations into the Pilgrim database.
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May perform project work including specialized testing test fixture design and building and equipment maintenance.
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Provides guidance for and mentors other repair technicians regarding troubleshooting techniques and repair following established procedures.
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May provide feedback to engineering personnel within the business unit regarding identified trends or unique investigation findings.
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Receives daytoday work guidance from coordinator and occasional guidance from an engineer or supervisor.
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Oversees maintenance of spare parts and supply inventory for rework fixtures and equipment.
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Records evaluates and analyses data and report findings.
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Oversees and participates in the preparation of records and data associated with the investigation and repair of field return devices.
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Provides information and training to other technicians when changes occur in processes.
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Identifies the impact of production process changes on business unit.
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Evaluates and tests new products and provides feedback to product development team.
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Provides technical investigation finding feedback and project support (as needed) to engineering personnel.
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Mentors and trains junior technicians and assemblers on troubleshooting and repair/assembly techniques.
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On occasion may provide technical support to customers via phone teleconference or in form of written communication (i.e. letters Fax email).
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Evaluates and tests new products and provides feedback to product development team.
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Completes work timecards repair reports service logs etc. in a timely and accurate manner.
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Maintains repair test equipment and fixtures per a preventive maintenance schedule.
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Enter results of investigation into the complaints database and repair results into service database (Oracle Depot Repair).
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Labels programs and performs final inspection of devices or equipment.
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Performs functional tests and recertifies field returns.
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Replaces or repairs required components.
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Determines root cause of complaints coming back from the field.
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Uses various test equipment and techniques to troubleshoot and determine root causes.
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Engage others promote and participate in Environmental Health and Safety initiatives focusing on continuous improvement.
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This position is required to assure compliance of Company operations to all applicable laws regulations and standards good business practices and company documented procedures (including knowledge of all standards government occupational health and environmental regulations and statutes related to the site).
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Performs training for customers or external vendors both in the field and at Client facilities as required or by request.
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Performs Field Service actions as required.
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Makes recommendations regarding results of analysis.
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Decisions of the incumbent may affect customer satisfaction existing or future business relationships and financial results of the business unit.
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Responsibilities of this position have direct impact on the safety and efficacy of devices used on patients.
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Potential errors include inadequate service and repair resulting in customer complaints.