Field Service Technician

DescriptionEssential Responsibilities :

• Identifies, analyzes, and executes required service orders including repairs, planned maintenance, and installations in assigned service territory.
• Understands company service contracts and ensures maintenance and services are performed according to those plans if in place.
• Follows all relevant technical procedures per QSR requirements.
• Provides consistent on-going support to key customers through technical phone support, product installation, and service support to customers in the field.
• Provides product feedback on any issues / trends observed in the field and assists in developing solutions.
• Reports any observed deviations from established product quality standards and specifications to appropriate in house team members.
• Reports any delays in providing scheduled service to the Supervisor, Field Service for escalation.
• Ensures all necessary paperwork, emails, vendor credentialing, expense reports, and training are accurate and up to date; likewise, ensures tools, supplies, parts, etc. are well maintained and fully stocked.
• Reports all complaints discovered in the field according to quality system requirements.
• Attends product specific training when required.
• Promotes acquisition of service agreements by advising customers on the range of services available.Back-up Responsibilities
• Decontaminates devices and accessories as necessary for all returned equipment.
• Checks / repairs foot switches, lavage pumps and other accessories / devices as directed.
• Relocates products to proper technical services locations as needed.TravelThis position requires extensive travel in conjunction with field service demands as well as to trade shows, courses, and key customer accounts. Some international travel may be included in this position as training needs dictate. The rate of travel is up to 75%.Required Education and Experience
• A technical degree or higher level of education in electronics or related field required.
• Minimum 5 years" technical experience with increasing responsibility required; experience must be in medical device or other related healthcare industry (, hospital biomedical engineer).
• Considerable experience with field service work required.Position Requirements
• Must have demonstrated communications skills, both verbal and written, as well as excellent facilitation skills.
• Must possess strong analytical skills and the ability to communicate complex information effectively; strong interpersonal skills are needed to facilitate problem resolution.
• Must be a licensed driver, in good standing, and have a satisfactory driving record.
• Excellent time management skills with a proven ability to meet deadlines required.
• Ability to prioritize tasks and to delegate them when appropriate.
• Must be able to work independently with minimal direction.
• Demonstrated excellent computer skills required; strong preference for those with a high degree of proficiency with Microsoft Office products. Proficiency with service-related or inventory control software required.