Field Service Engineer 2
About Us
At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact—where a team of dedicated individuals goes above and beyond to make a real difference in people’s lives. As part of our team, you'll have the unique opportunity to help shape the future of medical device services. We invest in our employees from the start, developing them professionally and technically to excel in their roles.
About the Role
This role is designed for Engineers who are trained and fully qualified to perform tasks necessary to maintain assigned equipment to manufacturer specifications. You will establish and maintain trust in your primary accounts while focusing on reducing mean time to repair (MTTR), defined as the total time taken to:
- Receive a service call
- Respond to the site (travel)
- Troubleshoot the issue
- Request and receive parts
- Fix the machine issue
- Confirm resolution with the client
Responsibilities
- Perform on-site or in-house service, repair, and/or installation of company-serviced products, including system hardware, software, PCs, and networking/wireless networking.
- Provide technical support to customers on operational or maintenance aspects of system equipment.
- Serve as the primary customer contact for technical and service-related problems.
- Diagnose mechanical, hardware, software, and systems failures using established procedures.
- Determine the most cost-effective repair/resolution to minimize customer downtime.
- Prepare reports for analysis of product failure trends and serviceability issues.
- Provide phone support and remote assistance to customers and Field Service Engineers to resolve service needs promptly.
- Oversee and maintain spare parts for assigned customers, including replenishing spare parts kits for contract customers.
- Input detailed records of service visits into company information systems, documenting technical problems, actions taken, and parts used.
- Maintain up-to-date technical documentation for all assigned products.
- Adhere to safety guidelines to ensure activities are performed under the safest working conditions.
- Report customer-oriented activities via Salesforce, email, and expense reports to maintain accurate company statistical data.
Requirements
- Expert professional experience with electronic and electro-mechanical engineering, including testing equipment for verification, checkout, and calibration.
- Professional technical experience with micro-computers/PC-based systems.
- Client-focused attitude with strong interpersonal communication skills; fluency in the local language and English (written and spoken).
- Sound computer usage and debugging skills.
- Ability to identify and repair routine software and network problems.
- Proficiency in diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks.
- Ability to identify and resolve simple imaging system defects.
- Completion of a training plan as developed during onboarding or the annual evaluation process.
- Familiarity with business tools including email, Microsoft Word, Excel, and PowerPoint.
Preferred Qualifications
- Experience with Salesforce or equivalent ERP/productivity software.
Environmental and Physical Requirements
- Ability to lift 75 pounds.
- Ability to stand for long periods of time.
- Willingness to travel domestically and internationally for extended periods.
- Dexterous ability to manipulate small objects.
- Flexibility to work standard and non-standard hours as required to support customers.