Field Service Engineer

Avante Health Solutions is looking for a Field Service Engineer (FSE) located in or willing to relocate to the Kansas City, MO, area. This remote, work-from-home dispatched position provides frontline support by resolving customers' concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and verifications of complex diagnostic imaging equipment.

Responsibilities

• Serve as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provide back-up onsite support in other territories as necessary.
• Communicate with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follow up on open calls, and bring issues to closure.
• Uphold company values in all customer communications, ensuring the highest level of customer service; represent Avante professionally.
• Use critical thinking to resolve issues within defined procedures and practices to repair equipment rapidly and accurately.
• Consult via phone, Teams, and email with Director of Service, Service Manager, and technical staff to troubleshoot, diagnose problems, and determine best practices for resolution; communicate system status and escalation per Avante Escalation Procedure.
• Travel to customer sites to diagnose and repair system failures, provide routine Preventive Maintenance (PM) services, and perform other duties as required by contract or leadership direction.
• Resolve system and component issues by reloading software and replacing hardware to maximize equipment performance to OEM specifications.
• Generate system sales leads and communicate those leads back to the sales team.
• Train and disseminate knowledge to the rest of the organization regarding equipment.
• Participate in the on-call rotation schedule for after-hours technical support calls.
• Comply with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company’s Quality Management System.
• Demonstrate a passion for servicing and learning new technologies, including training opportunities in Avante-supported modalities and system models.
• Identify improvement opportunities to processes and offer applications and solutions to promote optimal efficiency.
• Work professionally, respectfully, and efficiently with all levels within the organization.
• Adhere to all company employment policies and safe practices.
• Perform other duties as assigned.

Requirements

• Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience.
• Minimum of six years of Philips/Siemens CV/CT diagnostic imaging equipment troubleshooting and repair experience required.
• Advanced troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience is a plus.
• A cover letter and resume are required to apply for this position.
• Must be willing and able to travel 50-75% of work time to customer sites by all modes of transportation.
• Must have a valid driver’s license and Motor Vehicle Record meeting company requirements and guidelines.
• To service customer contracts, employees may be required to go through different credentialing processes.

Skills

• General: Exceptionally strong analytical and problem-solving skills; ability to communicate, strategize, implement, and retain effective business relationships; exceptional written and verbal communication skills in a business environment; superb time management and organizational skills with the ability to meet deadlines; attention to detail; ability to work well as a team member; sound work ethic, flexibility, respectfulness, honesty, and trustworthiness; cultural awareness and sensitivity; punctuality and dependability.
• Technical: Knowledge and understanding of ultrasound equipment; ability to use tools and test equipment to troubleshoot, diagnose, and repair systems and parts; ability to follow written technical directions, read and understand technical drawings, and correlate technical documentation to system function and performance; proficiency with Microsoft Products (Outlook, Word, Excel, Teams), Enterprise systems, email, search engines, and ERP software.
• Communication: Ability to read and interpret safety rules, operating and maintenance instructions, service manuals, and procedure manuals; ability to write effective, collaborative correspondence; ability to speak effectively with customers and employees; proficiency with multiple forms of communication (email, text, MS Teams, virtual conferencing, phone).
• Math & Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret technical instructions in mathematical or diagram form; calculate figures such as discounts, interest, commissions, proportions, percentages, and volume; apply algebraic concepts; manage multiple projects simultaneously and adapt to change.

Physical and Environmental Elements

• Physical Demands: Ability to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing equipment; reach with hands and arms for at least half of the normal work shift; climb stairs, lift, carry, or move up to 50 lbs; continuous ability to talk or hear; clear or corrected vision at 20 inches or less; finger dexterity required for over three-quarters of the normal work shift.
• Work Environment: Typically performed remotely on customer sites with moderate noise levels (e.g., hospitals, physician practices); may interact with production/warehouse environments where temperatures vary with outdoor conditions. Exposure to large medical equipment, heavy machinery, high-voltage electricity, ionizing radiation, high magnetic fields, RF signal emissions, inert gasses (e.g., Helium, Nitrogen, SF6), cryogenic liquids, biohazards (e.g., blood, excrement), and communicable diseases.

About the Company

Avante Health Solutions is committed to a respectful and purposeful work environment, where each team member contributes to the company’s goal of providing exceptional products and services. Team members are expected to strive for excellence, engage productively, and actively support a diverse workforce. Avante is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, age, veteran status, disability, or other legally protected characteristics. Harassment or inappropriate behavior is not tolerated and may result in termination. Assistance or accommodation due to a disability can be discussed with the hiring manager.