Field Service Engineer- CV/CT

Avante Health Solutions•Raleigh, NC

4d•Remote

About The Position

Avante Health Solutions is seeking a Philips/Siemens Diagnostic Imaging Field Service Engineer (FSE) to be based in or willing to relocate to the Raleigh/Durham, NC area. The FSE will provide frontline support by resolving customer concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and performance verifications of complex diagnostic imaging equipment. This role involves regular communication with internal and external customers, responding to and resolving service-related issues primarily within an assigned territory, and requiring timely travel to customer sites. This is a remote, work-from-home dispatched position.

Requirements

Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience.
CV/ CT diagnostic imaging equipment troubleshooting and repair experience desired.
Travel to customer site will include 50-75 percent of work; must be willing and able to travel by all modes of transportation and have a valid drivers license and Motor Vehicle Record meeting company requirements and guidelines.
Proficiency with Microsoft Office required.
Excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors.
Ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization.
Frequently required to lift, carry, or otherwise move up to 100 lbs while working with medical equipment.
Frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment.
Will need to travel 85 percent.
Driving record that is insurable.
Employees could be required to go through different credentialing processes.

Nice To Haves

Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus.
Experience using Enterprise Resource Planning (ERP) systems a plus.

Responsibilities

Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary.
Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure.
Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manner.
Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately.
Consults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Avante Escalation Procedure.
Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction.
Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications.
Generates system sales leads and communicates those leads back to sales team.
Trains and disseminates knowledge to the rest of the organization regarding equipment.
Participates in the on-call rotation schedule for after-hours technical support calls.
Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System.
Demonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system models.
Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency.
Works professionally, respectfully, and efficiently with all levels within the organization.
Adheres to all company employment policies and safe practices.
Performs other duties as assigned.