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Field Service Engineer

1 month ago

San Francisco CA United States CV Library Full time

POSITION SUMMARY

The Field Service Engineer position has a primary responsibility to provide technical support for the client's customers (clinical and commercial), remotely, or on site as determined by machine status and customer requirements. This individual is responsible for proactive and reactive onsite management and the resolution of customer equipment issues both domestically and internationally. This position provides a conduit for feedback of ideas, systemic problems and user interface issues. The Field Service Engineer will be primarily a regional role domestically although some out of region and international travel will be required as part of the Field Service Engineer activities.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Provide repair and maintenance to the client's systems located at customer sites.
  2. Answer customer calls, communicate with customer sites, and provide remote support when necessary.
  3. Identify parts needed for repairs and coordinate with internal departments for receipt of requested parts.
  4. Proactively review customer issues and trends based on historical data to ensure uptime of the machine is maximized and customer concerns with product performance and safety are quickly communicated to the client and quickly resolved. An essential part of managing the customer concern is effective communication with the doctors and support staff.
  5. Assist in the development of service documentation, in conjunction with the in-house based team. Assist in identification and development of Field Service tools and test equipment.
  6. Assist in the training of further Support staff.
  7. Self-monitor and regulate one's own schedule.
  8. Responsible for understanding and satisfying the requirements for obtaining access to a client site (hospital, healthcare system, etc.).

KNOWLEDGE / EXPERIENCE/ SKILLS / EDUCATION
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Required:

  1. Bachelors degree in engineering or equivalent in work experience.
  2. At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products.
  3. At least 3 years work experience with Medical Device manufacturer involving lasers and optics.
  4. Hands-on experience with electronic test equipment.
  5. Strong software skills (MS Office).
  6. Excellent communication, organizational, problem solving, and customer relations skills.
  7. Ability to read and interpret documents such as Engineering drawings, specifications, and procedures.
  8. The ability to travel domestically and internationally and work occasional weekends.

PHYSICAL DEMANDS
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Field Service Engineer's job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Field Service Engineer's duties and responsibilities. The employee must lift, move, and control physical inventory, office supplies, or stored records weighing up to 50 pounds on a regular basis. Using one's own hands and arms in handling, installing, positioning, and moving materials, and/or in manipulating things.


WORK ENVIRONMENT
While performing the duties of the Field Service Engineer, the employee will work out of their home office. They will be required to travel frequently in order to repair and maintain the systems at customer sites. While performing the duties of this position, the employee works near and around moving mechanical parts, and is exposed to laser radiation and vibration. The noise level in the work environment is usually moderate. In addition to a competitive salary, below are further benefits/rewards offered by the client:

  • Annual bonus opportunity
  • Company matched 401(k) plan with eligibility day one and immediate vesting
  • Employee Stock Purchase Plan (ESPP) and other company equity programs
  • Employer-sponsored comprehensive health plans - medical/dental/vision
  • Employer-paid insurance
  • Voluntary life insurance
  • Generous company vacation schedule
  • Paid time off program
  • Company-wide paid shutdown during the holidays
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