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National Third-Party ISO is looking for a Field Service Engineer (FSE) located in the Albany/Poughkeepsie, NY area.
The FSE provides frontline support by resolving customers' concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and verifications of the performance of complex and intricate diagnostic imaging equipment while providing regular communications to internal and external customers. This position responds to and resolves all service-related issues primarily within an assigned territory and requires timely travel response to the customers site location. The FSE position is a remote position that does not require daily or regular attendance at the office; it is a work from home dispatched position.
POSITION RESPONSIBILITIES (Essential Job Functions)
Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manner
Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
Consults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Escalation Procedure
Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction
Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications
Generates system sales leads and communicates those leads back to sales team
Trains and disseminates knowledge to the rest of the organization regarding equipment
Participates in the on-call rotation schedule for after-hours technical support calls
Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
Demonstrates success and a passion for servicing and learning new technologies which generally incudes training opportunities in supported modalities and system models
Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
Works professionally, respectfully, and efficiently with all levels within the organization
Adheres to all company employment policies and safe practices
Performs other duties as assigned
Education/Experience:
Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
Minimum of four years of CT/MR equipment troubleshooting and repair experience required. GE &/or Siemens formally tranined FSE preferred
Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus
In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
Other Qualifications:
Travel to customer site will include 50-75 percent of work; must be willing and able to travel by all modes of transportation and have a valid driver's license and Motor Vehicle Record meeting company requirements and guidelines to e insurable
Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus
Excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors
Ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization
Frequently required to lift, carry, or otherwise move up to 100 lbs. while working with medical equipment
Frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment
In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
POSITION COMPENSATION AND BENEFITS
Flexible work schedule
Exempt (Salaried) position; salary range commensurate with experience
Company-sponsored benefits, including medical, dental, vision, life, disability, and 401k
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