Field Service Technician II

About the role

We are seeking a Field Service Technician to join our Service department. This position involves delivering essential equipment installation, maintenance, and repair for medical facilities, requiring excellent communication and troubleshooting skills. You will also provide crucial feedback to our R&D and Operations Manufacturing departments, directly contributing to the continuous improvement of the Laborie product line.

Responsibilities

• Perform on-site equipment installations, maintenance checks, and repairs following standardized Laborie policies and procedures.
• Utilize hand tools effectively to facilitate precise repairs.
• Analyze and isolate the root cause of issues, then troubleshoot and repair electro-mechanical assemblies, such as proprietary hardware and peripheral equipment, down to the component level.
• Maintain accurate records of all issues and on-site visits using our ticketing system, ensuring all required documentation for performed tasks is completed clearly and concisely.
• Stay knowledgeable about our entire product line and service offerings, as well as current industry products and technologies.
• Maintain adherence to Laborie service levels to consistently meet and exceed customer expectations.
• Make all necessary travel arrangements to complete scheduled visits.

Requirements

• Technical College degree with a minimum of 2 years of field service experience, ideally within a medical or similarly regulated environment.
• Superior customer service skills and demonstrated ability to solve technical problems by effectively communicating with customers and professionally navigating challenging situations.
• Excellent verbal and written communication skills; thorough knowledge of PC operating systems, applications, and technologies; and a strong understanding of network protocols and implementations.
• Demonstrated skills in time management, planning, prioritization, and administration, with the ability to multi-task effectively and exercise patience and professionalism.
• Ability to work independently and flexibility for extensive travel (may require 4 to 5 days per week) to client sites, along with the ability to maintain a productive remote office from home.
• Clinical expertise in a hospital, clinic, or medical device setting is a significant plus.

Qualifications

• Minimum qualifications include a Technical College degree and 2 years of field service experience, preferably in a medical or similar environment.
• Must possess excellent customer service skills and the ability to solve technical problems through effective communication and problem-solving.
• Strong communication skills, including both verbal and written, are essential, along with a comprehensive understanding of PC operating systems, applications, and network protocols.
• Proven time management, planning, prioritization, and administrative skills are required, along with the ability to multitask, exercise patience, and maintain professionalism.
• Extensive travel (4-5 days per week) to client sites is expected, and the ability to work remotely is necessary.
• Experience in a clinical setting, particularly in a hospital, clinic, or medical device setting, is highly valued.

Skills

• Technical proficiency in handling hand tools and performing precise repairs.
• Strong analytical and troubleshooting abilities.
• Effective communication skills, both verbal and written.
• Knowledge of PC operating systems, applications, and network protocols.
• Time management and administrative skills.
• Ability to work independently and handle extensive travel.
• Experience in a clinical setting, particularly in a hospital, clinic, or medical device setting.

Benefits

• Paid time off and paid volunteer time.
• Medical, Dental, Vision, and Flexible Spending Account (FSA).
• Health Savings Account (HSA) with Company Funded Contributions.
• 401(k) Retirement Plan with Company Match.
• Parental Leave and Adoption Services.
• Health and Wellness Programs and Events.
• Awarded 2023 Cigna Healthy Workforce Designation Gold Level.

Pay

Compensation details are confidential and will be discussed during the interview process.

Schedule

The schedule includes extensive travel to client sites, typically 4-5 days per week, with the possibility of working remotely from home.