Field Service Engineer

Avante Health Solutions•Minneapolis, MN

1d•Remote

About The Position

The Field Service Engineer (FSE) provides frontline technical support to customers by troubleshooting, inspecting, repairing, calibrating, and verifying the performance of complex diagnostic imaging and oncology equipment. The role resolves service-related issues primarily within an assigned territory, communicates regularly with customers and Avante Health Solutions team members, and travels promptly to customer sites as needed. It is a remote, home-based position that does not require daily or regular attendance at an Avante office; customer-site travel accounts for 50–75% of the work. The FSE provides onsite support for contract, warranty, and billable service calls, performs preventive maintenance, replaces hardware and reloads software, and helps restore equipment to OEM specifications. The engineer consults with service managers, leads, and technical staff, follows escalation procedures, contributes equipment knowledge and training, identifies sales leads and process improvements, and participates in the after-hours on-call rotation. The position requires compliance with company policies, safe practices, ISO 13485:2016 standards, and the Company’s Quality Management System. Travel by all modes of transportation is part of the role, and customer contracts may require employee credentialing. The work is generally performed at customer sites such as hospitals and physician practices. It involves servicing large medical equipment and may include exposure to high voltage, ionizing radiation, strong magnetic fields, RF emissions, inert gases, cryogenic liquids, heavy machinery, tools, possible biohazards and communicable diseases, and certain carcinogenic materials. The role also requires physical maneuvering around equipment, reaching, climbing, and moving equipment weighing up to 100 pounds.

Requirements

Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or an equivalent combination of education and experience.
2–4 years of medical linear accelerator and/or medical diagnostic imaging troubleshooting and repair experience.
Strong analytical and problem-solving skills and the ability to communicate, strategize, implement, and maintain business relationships.
Strong business communication skills, including speaking and writing effectively, interpreting technical and compliance documents, and communicating through email, text, Teams, virtual conferencing, and phone.
Ability to maintain accuracy in preparing and entering data; strong time-management, organizational, and attention-to-detail skills; ability to meet frequent deadlines and manage multiple projects.
Ability to work as a team member and demonstrate sound work ethic, flexibility, respectfulness, honesty, trustworthiness, punctuality, dependability, and cultural awareness and sensitivity.
Knowledge and understanding of oncology and/or diagnostic imaging equipment, and ability to use precision tools to troubleshoot, diagnose, and repair systems and parts.
Ability to follow written technical directions, read and understand technical drawings, and relate technical documentation or instructions to system function and performance.
Ability to use enterprise systems, email, search engines, the internet, Microsoft Outlook, Word, Excel, and Teams, and to use or learn ERP and other productivity software.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and work with abstract and concrete variables.
Ability to perform calculations involving amounts, percentages, volume, and algebraic concepts; willingness to adapt to change and take initiative.
Valid driver’s license, a driving record that is insurable, and a motor vehicle record that meets company requirements and guidelines.
Willingness and ability to travel by all modes of transportation; travel to customer sites constitutes 50–75% of the work.
Ability to complete credentialing processes that may be required to service customer contracts.
Ability to bend, crouch, kneel, climb, balance, reach, climb stairs, and lift, carry, or otherwise move equipment weighing up to 100 pounds; ability to talk or hear continuously, see clearly for work-related tasks, and use finger dexterity frequently.
A cover letter and resume are required to apply.

Nice To Haves

1–3 additional years of Linac and/or diagnostic imaging field service repair experience.
Above-average troubleshooting knowledge of any combination of multi-OEM, multi-modality systems, including Linac, Cath/Angio, CT, MRI, NucMed, and/or Ultrasound.

Responsibilities

Provide primary onsite engineering support for customers in the assigned territory for contract, warranty, and billable service calls, and provide backup support in other territories as needed.
Coordinate with the Service Support team about new and open service calls, provide detailed follow-up information, and bring issues to closure.
Deliver professional, positive customer service and represent Avante’s values in customer communications.
Use critical thinking and established procedures to identify and carry out appropriate equipment repairs accurately and promptly.
Consult with regional service managers, regional service leads, and technical staff by phone, Teams, or email about troubleshooting, diagnosis, and repair practices; communicate system status and escalations according to procedure.
Travel to customer sites to diagnose and repair system failures, perform preventive maintenance, and complete other service duties required by contract or leadership.
Reload software and replace hardware to resolve system and component issues and maximize performance to OEM specifications.
Identify system sales leads and communicate them to the sales team.
Train others and share equipment knowledge across the organization.
Participate in the on-call rotation for after-hours technical support.
Comply with company policies, guidelines, regulatory requirements, ISO 13485:2016 standards, and the Company’s Quality Management System.
Travel by all modes as required by the FSE role and follow the chain of command collaboratively.
Learn and service new technologies, including through training in Avante-supported modalities and system models.
Identify process-improvement opportunities and recommend applications or solutions that promote efficiency.
Work professionally, respectfully, and efficiently with all levels of the organization; follow employment policies and safe practices.
Perform other duties as assigned.