Field Engineer, NYC

Carestream Health

1d•Hybrid

About The Position

Carestream is a worldwide provider of medical imaging systems and solutions, x-ray imaging systems for non-destructive testing, and manufacturing of film and precision contract coating services. Their diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide. The Field Service Engineer will support the X-Ray Systems business in New York City/Brooklyn. This position is responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites; generate service revenue; and adhere to state and federal regulatory requirements. The Field Engineer services laser printers, networks, CR & DR X-ray imaging equipment, radio fluoroscopy equipment, and other hospital equipment, primarily in hospitals and imaging centers. This position involves possible overnight travel and will be based in a home office. A company provided vehicle, laptop, and cell phone are included, along with an annual incentive plan and a benefits package.

Requirements

Associate Degree in electronics or equivalent combination of education and experience; BSEE/BSEET/BSME/BSMET preferred.
2+ years of experience in diagnostic imaging or 4+ years of experience in the electronics industry, preferably in a field service environment.
Knowledge of computers and networking; PC competency to include utilization of Microsoft Office Suite products.
Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
Ability to read and interpret schematics and site drawings with minimal assistance.
Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment.
Ability to adapt to changing work requirements in a complex, fast-paced environment.
Ability to effectively operate in a team-driven environment and share knowledge to achieve assigned goals and objectives.
Ability to demonstrate exceptional customer service skills.
Ability to communicate, written and verbally, with various levels of employees and customers.
Must have and maintain a valid driver’s license and driving record that is compliant with Fleet Policy.

Nice To Haves

Experience with X-Ray, Complex Medical Device, Knowledge of Carestream Equipment

Responsibilities

Build credibility and trust with customers by conducting pro-active customer visits.
Provide appropriate, timely, and regular communications to customers and internal key stakeholders regarding customer and equipment issues.
Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation process.
Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times.
Understand the customer's business and competitive environment.
Generate revenue growth by offering solutions aligned with the service portfolio.
Adopt, develop, and implement best practices.
Actively seeks to mentor others
Actively participates as a member of the regional work team and works to improve team processes.
Operate under the required knowledge of State and Federal regulatory requirements.
Adheres to established training, quality, and safety requirements.
Manages company assets effectively in accordance with established processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.
Performs all administrative duties within established and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork.
Independently resolve equipment and customer issues.
Independently complete PMs, FCOs, installations, and all related tasks.
Independently diagnose and resolve electronic, network, and mechanical problems.
Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively.
May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.