Field Service Engineer 2

About the Company

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 prioritize support for our engineers to achieve service excellence and reduce mean time to repair, defined as the total time taken to receive a call, respond to the site, troubleshoot, request/receive parts, fix the issue, and confirm resolution with the client.

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 receiving professional and technical development from the start of employment.

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 customer contact on 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/remote assistance to customers and Field Service Engineers to achieve timely resolution of service needs.
• 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, including technical problems, actions taken, and parts used.
• Maintain up-to-date technical documentation regarding operating characteristics, design factors, and technical performance of assigned products.
• Maintain a high degree of professional knowledge and safety consciousness.
• Report via Salesforce, email, and expense reports to ensure accurate company statistical data on customer-oriented activities.

Requirements

• Expert professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout, and calibration of electronic equipment.
• Knowledge and professional technical experience with micro-computers/PC-based systems.
• Client-focused attitude with strong interpersonal communication skills; fluency in the local language and English, both written and spoken.
• Sound computer usage and debugging skills.
• Ability to identify and repair routine software and network problems.
• Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks.
• Ability to identify and resolve simple imaging system defects.
• Must complete 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 product and productivity software.

Environmental and Physical Requirements

• Ability to lift 75 pounds.
• Ability to stand for long periods of time.
• Ability to travel, both domestically and internationally, for extended periods of time.
• Dexterous ability to manipulate small objects.
• Willingness to work standard and non-standard hours as required to support customers.