Clinical Engineering Technician III

Albany Medical Center•Saratoga Springs, NY

16d

About The Position

The Clinical Engineering Technician provides onsite and remote support for all medical equipment and systems and in person support needs. The Clinical Engineering Technician will take ownership of issues escalated to them and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Clinical Engineering Technician escalates and notifies employees appropriately according to documented standard operating procedures. The Clinical Engineering Technician is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with Clinical Engineering. The Clinical Engineering Technician acts as a liaison between the customers and Information Services to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines.

Requirements

Associate's Degree preferably in biomedical/clinical engineering or a related engineering, math, science, or technology field of study. - required
4-6 years - required
Ability to fulfill installations, upgrades, testing, and/or support requests for medical devices and related systems - this includes knowledge of best practices.
Ability to apply medical device and system documentation to a scenario to troubleshoot and resolve a reported issue, as well as determine when new issues arise and escalate them appropriately.
Ability to communicate and participate in ad-hoc and non-standard requests.
Ability to be successful at project management of basic to moderately complex medical device related projects
Incorporates proper customer service standards into daily workflow and ensures that all interactions with Albany Med employees, both verbal and written, exceed the minimum.
Ability to document issues and escalate/notify others according to documented process.
Ability to adhere to documented process and documentation, but utilize knowledge, experience, and training to resolve issues that are not documented.
Ability to effectively recommend, document, communicate, implement, and sustain improvements in processes, procedures, and operations that improve the function of a medical device management program.
Demonstrated support experience and knowledge of electronics, medical device technology and the use of such technology in the course of patient care.
Functional knowledge of medical device testing and calibration technologies.
Basic knowledge of end use Information Technology.
Familiarity with HIPAA regulations, medical terminology, healthcare, or financial and billing processes is a plus.

Nice To Haves

Bachelor's Degree - preferred

Responsibilities

Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue
Provide support with medical device troubleshooting, configuration and diagnostic tools
Support enterprise future business growth and the movement and/or expansion of enterprise units
Excel at providing customer service in all verbal and written interactions with users
Work as part of a team to meet goals set forth by Information Services management
Meet or exceeds documented and communicated statistical metrics that drive overall departmental performance
Take ownership of issue and incident resolution
Provide all support actions that assist in the betterment of the end user experience of the Albany Med community
This position will provide guidance to the Clinical Engineering and Radiology Engineering Technician – Level I and II positions, as well as train new Clinical Engineering Technician – Levels I and II on their job responsibilities.
High degree of contact internal and external to Albany Med including any user of any Albany Med medical device or system
Maintain current technical expertise in the rapidly changing technology of Albany Med
Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
Provide best effort support for non-standard devices
Participate in on-call rotation and help troubleshoot customer issues
Perform at or above the Information Services performance standards
Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
Identify and evaluate support tools for potential implementation
Act as a liaison between customers and Information Services to resolve any issue with the end user experience
Maintain confidentiality by using and communicating information only as needed to perform one’s duties
Complete other duties or assignments as designated by management