Field Service Engineer
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Job Description
Field Service Engineer providing technical assistance and training on medical devices in Korea. Support installations, troubleshoot equipment, and train customers with LivaNova's products.
Responsibilities:
- Provide expert advice and assistance on the devices to distributors and customer representatives within the region
- Provide periodic on-the-job service training for end customer and distributor engineers
- Provide periodic on-site technical assistance to resolve difficult equipment and customer problems, especial for the key customers
- Support device/equipment installations; Be prepared to educate users and conduct demonstrations of our products
- Repair installations using remote access software and the internet
- Provide field-based technical advice and assistance to LivaNova Group employees and customers
- Repair, troubleshoot, and salvage damaged databases either at customer site or remotely
- Support new medical device connections and interfaces; obtain manufacturing specifications, download actual data stream, and advise programmers on required data point collection based on customer requests
- Troubleshoot customer owned equipment (computers) in relation to problems that arise following installation of software products
- Work with multiple customer department disciplines (Medical Records, IT/IS, Surgery, and Perfusion) to ensure all customer expectations are met following installation
- Train customers on the appropriate use of the equipment and software
- Develop FAQ documentation for LivaNova Group employees and customers
- Provide input to in-house groups with regards to product performance issues, technical troubleshooting tips, product improvement recommendations, etc.
- Be thoroughly knowledgeable and conversant on all products LivaNova manufactured and distributed equipment in his/her scope
- Have knowledge and expertise in certain product areas in his/her scope to be able to provide effective and timely technical advice and support to others
- Be the technical consultant on product development teams as needed
- Backup support to other Field Service reps as needed
- Initiate self-development to maintain proficiency on LivaNova products, changes in technologies and applicable regulatory requirements
- Provide periodic on-the-job training of new Field Service Representatives
- Comply with the compliance/ethic/code of conducts requirements of LivaNova Group; ensure people are conducting business in a fair and ethical fashion
- Complete timely paperwork, documentation, and administrative tasks per organizational policies and procedures
- Maintain an action plan of personal development and training through goals and objectives to maintain expertise and overall industry and product knowledge
- Be responsible for maintaining financial cost effectiveness within assigned territory
- Work effectively with coworkers, distributors, other departments and customers
- Support the field engineers from distributor companies with annual training, on-site help, phone call, etc.; Undertake normal management and selling work for the spare parts
- Contact customers and give the explanation, training and maintenance for them as they want.
Requirements:
- Bachelor's Degree in Biomedical Engineering or related field
- Minimum 3 years experience in field service engineering or related field
- Experience of related medical devices is preferred
- Knowledge and understanding of compliance topics with proven track record
- Ability to identify and solve equipment, software and operating systems quickly and accurately
- Self-starter with the ability to proactively plan, schedule and develop own work with minimal supervision
- Skill of excellent written and verbal communication
- Availability for call 24/7
- Travel as needed
- Self-motivation, problem solving attitude, quick in action.
Benefits:
- Competitive salary
- Flexible work hours
- Professional development opportunities
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