Customer Service Engineer

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform installation, corrective service, preventative maintenance, and modifications on defined equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision
• Perform system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery
• Perform corrective service on existing customer systems upon customer complaint/product failure
• Proactively maintain per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients
• Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline
• Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system. Document and process complaint information per defined protocol
• Complete all service and installation activities consistent with international quality standards. Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention
• Manage schedule, time commitment, and deliverables amongst field service responsibilities
• Support departmental goals and business objectives

REQUIRED SKILLS AND ABILITIES

• Minimum Associates Degree or equivalent technical training and experience; Bachelor of Science degree in Mechanical or Electronic Engineering is preferred
• Experience with repairing, maintaining, and testing capital medical equipment; aptitude to troubleshoot, analyze and formulate solutions to complex problems
• Strong mechanical and electronics/computer background is preferred
• Prefer 3+ years of field service experience, as well as strong demonstrated customer service and communication skills
• Must be proficient in the use of standard hand tools and service test equipment
• Must be proficient with PC and various Microsoft Office applications
• Able to work both independently and in an established team setting
• Strong customer relationship skills, build trust over time by producing results that match commitments
• Adaptive and independent, eager to problem solve and succeed with new challenges; strong attention to detail
• Able to work in an MR healthcare environment
• Must be able to pass drug testing to comply with hospital credentialing requirements for site access