Reporting to the Regional Field Service Manager, the primary responsibility of the Field Service Engineer is to provide Field Service technical support activities including installation, repair, preventative maintenance, and software upgrades. Ensures the highest level of field service to customers as the industry leader in intraoperative ultrasound systems. This is a Field Service Engineering based role which requires daily travel and technical skills.

Responsibilities: 

• Territory: AK, WA, North Oregon - Preferred Candidate to live in Seattle/Portland area.

• Installs and sets up intraoperative ultrasound equipment which includes systems and transducers at customer location, preparing equipment for clinical use.

• Installs or replaces parts to repair equipment as well as other components according to manufacturer specifications.

• Operates systems and software to analyze malfunctions, resolve problems, and return equipment to optimal performance. 

• Performs recommended preventive maintenance, calibration, and certification according to manufacturer specifications.

• Interprets service manuals and uses standard test instruments and hand tools.

• Consults with customers to advise on best practices for equipment maintenance.

• Apply customer management skills and expertise to manage and resolve customer needs.

• Advises management regarding customer satisfaction, product performance, and suggestions for product improvement.

​Qualifications

• Associates degree in Biomedical Engineering, Electrical Components or related technical degree. Bachelor’s degree preferred. In lieu of an Associates or Bachelor’s degree, a minimum of 2 years experience in the medical device industry, field service engineering, customer facing repair, product maintenance, or medical device remote support. 4 years is preferred.

• Computer expertise, familiarity with Windows OS, and demonstrated expertise with hardware and software troubleshooting.

• Self-motivated, takes initiative, and the ability to work independently, without direct supervision.

• Strong oral and written communication skills with a professional and confident demeanor.

• Attention to detail, analytical and problem-solving skills.

• High passion and comfort level with software and technology in general.

• Ability to Travel up to 75%.  

• Provides phone support and troubleshooting assistance to customers according to service policy.

• Identify and escalate priority issues per Quality specifications.

• Accurately process and record customer requests using company designated CRM software.

• Deliver and facilitate training to Biomed/Clinical Engineering departments, as required. 

• Maintains service call workspace and is able to meet all KPIs for the month.

• Prepare service documentation to meet Company requirements and support regulatory compliance.

• Responsible for all inventory items provided and utilized for servicing equipment, advising management when inventory items are at the minimum level