Field Service Engineer

Duties And Responsibilities

• Perform and support all installation activities for Profound Products including but not limited to site assessments, installations, maintenance and troubleshooting.
• Conduct MR testing to support product development activities (typically at hospital sites during off-hours, schedule and travel flexibility is a requirement).
• Act as the primary link between customer and Profound as needed.
• Document service records and activities according to the company QMS processes for service visits and upgrades deployed to the field.
• Execute test protocols, troubleshooting protocols for hardware, software and systems aspects of the company’s products.
• Investigate methods of increasing efficiency in MR testing and development activities.
• Regularly participate in MRI phantom testing activities for new product revisions.
• Support executing and improvement of field service strategy for Profound products.
• Organize and prioritize schedule in accordance with customer requirements to determine needs for immediate attention, onsite visits, and remote assistance.
• Enter parts orders, generate and follow-up parts quotes.
• Work with IT departments at customer sites for proper equipment networking.
• Contribute to the establishment of a professional service team at the company.
• Create documentation and electronic reference material to support the field service of products. Specifically, installation and troubleshooting manuals.
• Participate in product design activities representing design for serviceability and product quality representing both internal customers and end users.
• Interact with the engineering, quality and operations team to drive the resolution of technical issues.
• Execute other ad-hoc projects as assigned by manager.

Education And Certification

• B.S. in Biomedical Engineering, Biotech, Electrical Engineering, or Electronics related fields or equivalent experience.

Required Key Attributes

• Ability to travel on short notice in the US 80% of the time.
• Excellent customer focus with ability to reliably respond to inquiries, communicate and interact with health care professionals and Scientists that possess advanced Degree.
• Previous field service experience is desirable.
• Experience with MRI operations is desirable.
• Strong multi-tasking skills, self-sufficiency, resourcefulness is a must for this exciting, fast paced environment.
• Good critical thinking and analytical troubleshooting and problem skills.
• Demonstrated ability to work as part of a team and independently with strong initiative and accountability.
• Excellent verbal, written, MS Office, computer, technical data, and networking communication and presentation skills, with ability to communicate complex technical issues in an easy-to-understand manner.
• Excellent organizational skills with ability to follow through, and meet deadlines within an entrepreneurial and customer-focused work environment.
• Working knowledge of quality management systems (ISO 9001 or ISO 13485).
• Exemplify willingness and flexibility in working differing time shifts to accommodate customer needs.
• Working knowledge of operating multiple OEM MRI’s is an asset.