JOB SUMMARY:
The Field Service Technician is a field-based position responsible for providing customer service and support via the maintenance of medical electronic equipment. Services can be provided in person or over the phone and are predominantly provided for customers in hospitals, outpatient facilities and physician’s offices.
The ideal candidate will be someone detail oriented and interested in device repair, including small parts; someone who is professional and possesses strong interpersonal skills and effective time management; someone who exercises good judgment; and who has the ability to plan a logical route when driving to clinics. Suitable role for someone with advanced experience as an ifit or geeksquad member, a medical device technician, cellphone/laptop repair technician or biomedical technician/engineer.
DUTIES/RESPONSIBILITIES:
·Demonstrate a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.
·Discern customer needs and provide customers with timely and accurate technical information in a positive and straight forward manner.
·Perform onsite repair and maintenance of customer owned equipment.
·Perform onsite installation and quality inspections on new system sales, components, and accessories for conformance to specifications.
·Perform preventative and corrective maintenance; Analyze and repair mechanical, electrical, and software failures; Disassemble malfunctioning devices, troubleshoot and uses standardized testing procedures; examine and test mechanisms for defects; Reassemble devices or equipment and test assembly for conformance to specifications; Replace or repair defective parts and/or components.
·Conduct periodic inspections and tests of devices to adjust calibrations and ensure proper functioning within specified standards.
·Perform equipment upgrades.
·In-servicing/training medical personnel.
·Complete standard equipment documentation and reports to include service reports, installation records, etc. to maintain timely reporting of field activities.
REQUIRED SKILLS/ABILITIES:
- Ability to execute specific, developmental tasks with supervision and assistance.
- Ability to comply with training requirements and procedures.
- Ability to support quality audits when required.
- Ability to comply with Quality System elements and administrative guidelines in a timely manner.
- Ability to operate testing equipment including oscilloscopes, multimeters, signal generators, etc.
- Knowledge of and ability to make recommendations to customer regarding maintenance plans.
- Ability to read and interpret mechanical, optical and electrical specifications using drawings and manuals.
- Excellent time management and ability to prioritize with direction from supervisor.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent technical knowledge and problem-solving skills.
- Ability to follow all quality standards and safety protocol.
- Ability to teach and train customers in the field.
- Proficient in use of technology including computers (MSOffice/Outlook) and smartphones.
EDUCATION AND EXPERIENCE:
- Associate degree in a technical discipline or transcripts demonstrating core competence in a technical field required. In lieu of meeting educational requirements, four years of relevant work experience required.
- In addition to required education, one to two years of relevant work experience required.
- Experience with CRM and OEM software.
- Experience with electronics troubleshooting and repair strongly preferred.
- Laser and optical background preferred.
PHYSICAL REQUIREMENTS:
- Position requires that the person have good close–up vision (color vision, depth perception and ability to focus), mental concentration and dexterity to be able to handle and identify small components.
- Ability to use fingers and hands to manipulate small parts.
- Must be capable of working in front of a computer for long periods of time.
- Must be able to move frequently, walk, stoop, bend, squat, and kneel.
- Must be able to lift tool cases and assorted service-related tools weighing 25 to 50 pounds.
- Must be able to lift ultrasound and laser systems and system accessories weighing up to 65 pounds.
- Must be able to travel (80%) to customer sites, offsite meetings, company-related functions, etc., on short notice. May include international travel.
- Must be able to work under stress/pressure to meet deadlines and customer objectives.
