Field Service Engineer- CV/CT

About the role

The Philips/Siemens Diagnostic Imaging Field Service Engineer (FSE) position is based in or willing to relocate to the Champaign, IL area. This is a remote, work-from-home dispatched position requiring timely travel to customer sites.

Responsibilities

• Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
• Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
• Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manner
• Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
• Consults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Avante Escalation Procedure
• Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction
• Solves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM specifications
• Generates system sales leads and communicates those leads back to sales team
• Trains and disseminates knowledge to the rest of the organization regarding equipment
• Participates in the on-call rotation schedule for after-hours technical support calls
• Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
• Demonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system models
• Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
• Works professionally, respectfully, and efficiently with all levels within the organization
• Adheres to all company employment policies and safe practices
• Performs other duties as assigned

Requirements

• A cover letter and resume are required to apply for this position
• In order to service customer contracts, employees could be required to go through different credentialing processes
• Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• CV/CT diagnostic imaging equipment troubleshooting and repair experience desired
• Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus
• Travel to customer site will include 75-85 percent of work; must be willing and able to travel by all modes of transportation and have a valid drivers license and Motor Vehicle Record meeting company requirements and guidelines
• Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus
• Excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors
• Ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization
• Frequently required to lift, carry, or otherwise move up to 100 lbs while working with medical equipment
• Frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment

Qualifications

• Experience/Training/Education: Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• Other Qualifications: Travel to customer site will include 75-85 percent of work; must be willing and able to travel by all modes of transportation and have a valid drivers license and Motor Vehicle Record meeting company requirements and guidelines; proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus; excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors; ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization; frequently required to lift, carry, or otherwise move up to 100 lbs while working with medical equipment; frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment