Field Service Engineer, mCT (Southern California)

Territory: Southern California, with occasional travel elsewhere. Travel: up to 75% (may include some weekends).

About the role

Support our Service network and help build a world-class Customer Satisfaction Department. This position requires flexible hours, including nights and weekends, to respond to customer requests and service calls.

Responsibilities

• On-site troubleshooting and resolving complex technical problems on CT equipment in a medical environment
• Drive customer satisfaction through service excellence by conducting preventive maintenance and managing repair/parts cycle times
• Ensure escalation situations are managed and corrected quickly and professionally
• Provide 2nd line support to distributors in all aspects of customer support
• Maintain a very high level of product knowledge
• Define PM kits and all service tools
• Build a service database of information to align with corrective action systems
• Provide information such as fault trees and training materials
• Run tests and simulations at our facility to assist with problem solving
• Travel to the field to train and/or resolve customer issues
• Train service engineers
• Attend and complete all required training and certification exams
• Learn to be proficient in service and repair of all systems (current, new, and updates)
• Work independently and take ownership of customer base
• Be completely self-sufficient in the field
• Manage time effectively; prioritize and make sound business judgments to meet daily service expectations
• Become and remain compliant with REPtrax and VendorMate
• Follow all company policies regarding travel, expenses, meetings, and meals
• Maintain basic system operational and service understanding to answer customer questions and resolve issues independently
• Maintain a service calendar accessible by CS Manager/staff
• Close reports to CSD on Great Plains (PM Reports, Service Reports)
• Required to wear a dosimeter when in direct contact with radiation-emitting devices

Requirements

• Associate’s degree in Electronics, Telecommunications, or Computer Networking or equivalent experience preferred
• Technical training and at least 2 years of hands-on experience servicing medical equipment; experience with CT and Imaging a plus
• ISO, FDA, CMDR Awareness Training and Product Complaint System, or Certification (Health Stream)
• Experience with mechanical devices, tools, test equipment, telecommunications systems, and computer networking
• Fluent English verbal and written communication skills; ability to work effectively in a demanding, fast-paced environment
• Willing to travel overnight and on weekends (75% travel required)
• Valid driver’s license and satisfactory driving record; background and drug testing (pre- and post-employment) required
• Budget, expense, and resource management experience
• Ability to assemble facts from various areas, analyze data, and provide informed recommendations to management

Skills

• Proficient with MS Office (Excel, Word, PowerPoint), Outlook, Internet Explorer, and Google Chrome
• Familiarity with clinical and economic outcome data, reimbursement, and managed care policies is highly desirable
• High attention to detail
• Strong communication skills and ability to share information effectively within the team
• Ability to organize and prioritize tasks for consistent productivity
• Ability to function within and support a team environment and build strong working relationships
• Dependable, punctual, and able to meet accuracy and productivity goals
• Good problem-solving skills; ability to evaluate situations and prioritize factors in decision-making
• Self-motivated; utilizes available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties

Physical Requirements

• Regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds
• Frequently required to stand, walk, sit, use hands, reach, climb, balance, stoop, kneel, crouch, crawl, and talk or hear
• Able to sit and/or drive for long periods during travel
• Able to stand for long periods (8-15 hours) for multiple days
• Regularly exposed to wet/humid conditions, fumes, airborne particles, toxic/caustic chemicals, outdoor weather, extreme cold/heat
• Interaction with x-ray devices; strict safety and tracking programs require dose monitoring equipment
• Specific vision abilities: close, distance, peripheral, depth perception, and ability to adjust focus
• The noise level in the work environment is occasionally very loud

Benefits

• Medical (Blue Cross Blue Shield): 5 PPO Plans (up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax-deferred health care savings programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off and tuition reimbursement