Field Service Engineer- CV/ CT

Position Summary

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.

Position Responsibilities

• 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.
• Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) 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.

Position Requirements

• A cover letter and resume are required to apply for this position.
• Education/Experience: 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 GE/CT and Phillips Cath equipment troubleshooting and repair experience required. Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus.
• In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
• Travel to customer site will include 50-75 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.
• In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.

Position Compensation and Benefits

• Flexible work schedule.
• Exempt (Salaried) position; salary range commensurate with experience.
• Company-sponsored benefits, including medical, dental, vision, life, disability, and 401k.
• Paid time off and company-paid holidays.