Field Service Engineer
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Job Description
Field Service Engineer providing onsite support and troubleshooting services for MRI products in the U.S. Collaborating with healthcare professionals and contributing to product development activities.
Responsibilities:
- Provide onsite support primarily in the U.S., through maintenance and troubleshooting services.
- Recommend parts and service solutions to improve machine uptime, maintenance and operation.
- Perform proactive service tasks including troubleshoot customer issues via telephone, email and online meetings, prepare spare parts quotes, order entry, and customer follow-up.
- Perform and support all installation activities for Profound Products including site assessments, installations, maintenance and troubleshooting.
- Conduct MR testing to support product development activities (typically at hospital sites during off-hours, schedule and travel flexibility is a requirement).
- Act as the primary link between customer and Profound as needed.
- Document service records and activities according to the company QMS processes for service visits and upgrades deployed to the field.
- Perform calibration of company products as required.
- Execute test protocols, troubleshooting protocols for hardware, software and systems aspects of the company’s products.
- Investigate methods of increasing efficiency in MR testing and development activities.
- Regularly participate in MRI phantom testing activities for new product revisions.
- Support executing and improvement of field service strategy for Profound products.
- Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance.
- When required, enter parts orders, generate and follow-up parts quotes.
- Work with IT departments at customer sites for proper equipment networking.
- Contribute to the establishment of a professional service team at the company.
- Responsible for creating documentation and electronic reference material to support the field service of products, specifically installation and troubleshooting manuals.
- Participate in product design activities representing design for serviceability and product quality representing both internal customers and end users.
- Interact with the engineering, quality and operations team to drive the resolution of technical issues.
- Execute other ad-hoc projects as assigned by manager.
Requirements:
- Ability to travel on short notice in the US 80% of the time.
- Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with health care professionals and Scientists that possess advanced Degrees.
- Previous field service experience is desirable.
- Experience with MRI operations is desirable.
- Strong multi-tasking skills, self-sufficiency, resourcefulness is a must for this exciting, fast paced environment.
- Good critical thinking and analytical troubleshooting and problem skills.
- Demonstrated ability to work as part of a team and independently with strong initiative and accountability.
- Excellent verbal, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy-to-understand manner.
- Excellent organizational skills with ability to follow through, and meet deadlines within an entrepreneurial and customer-focused work environment.
- Working knowledge of quality management systems (ISO 9001 or ISO 13485).
- Exemplify willingness and flexibility in working differing time shifts to accommodate customer needs.
- Working knowledge of operating multiple OEM MRI’s is an asset.
Benefits:
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
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