Field Service Engineer

Catalyst MedTech•Chicago, IL

36d•$36 - $41•Onsite

About The Position

The Field Service Engineer will apply knowledge of mechanics, electronics, optics, computers, and products to the installation, preventive maintenance, and repair of Digirad SPECT and SPECT/CT imaging equipment. This role involves cultivating superior customer relations to ensure contract stability and continued success. The position is field-based and customer-facing, primarily responsible for installing, servicing, maintaining, and modifying equipment at various customer sites, including PET, PET/CT, CT, and Nuclear Medicine Modalities such as SPECT and SPECT/CT. The engineer will routinely check on the customer base for client satisfaction, address unresolved issues, and provide prompt and courteous service and support. Effective communication with customers, team members, and management is essential, along with providing customer, competitive, and sales lead information to the appropriate account manager. The role requires providing real-time and follow-up customer support, accurate resolutions, evaluating customer issues, diagnosing problems, creating repair strategies, and performing and verifying repairs. This includes customer training on basic features and functions of the instrument and software. Service issues must be responded to in a timely manner with on-site response correlating with contract terms. The engineer will manage, prioritize, and schedule all work to satisfy customer demands, perform system installations, and log/complete reports detailing service calls, including services completed, recommended parts, and modifications. Compliance with regulatory guidelines (ISO Certification), QMS, and WI is required. Maintaining performance standards by meeting KPIs and completing training/certification for serviced systems is also part of the role. Other duties as determined by management may be assigned.

Requirements

Associate Degree in electronics or engineering discipline, and/or military equivalent training. (BMET)
2+ years experience with molecular imaging equipment: PET, PET/CT. CT, SPECT, and SPECT/CT required.
Valid Drivers license.
Strong customer service and communication skills
Proficient with Cloud IOS, Microsoft Word, Excel and CRM.
Expert level experience with standard and metric tools.
Condition of employment; completion and favorable results of Background Investigation and Drug Screen.
Must complete safety, OSHA and HIPPA compliance, sexual harassment, MSDS, defense driving, incident reporting, radiation safety, ISO, forklift, and OEM related training.
Continuous training and knowledge seeking of company products and services.

Responsibilities

Servicing Imaging Equipment in a field-based, customer-facing role that primarily installs, services, maintains and modifies our equipment at various customer sites.
Routinely check on customer base for client satisfaction, unresolved issues, providing prompt and courteous service and support at all times.
Effectively communicate with customers, team members and management regularly; provide customer, competitive and sales lead information to the appropriate account manager.
Provide real-time and follow-up customer support, accurate resolutions; evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair, include customer training, introducing the customer to basic features and functions of the instrument and software.
Respond to service issues in a timely manner and provide on-site response that correlates with the customer contract terms and demands.
Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
Perform system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance and validation.
Log and complete reports detailing service calls, indicating call types (down vs routine), and on-site visits including services completed, recommended parts for next service visit, and modifications to improve or update current design.
Comply with all applicable regulatory guidelines in regards to ISO Certification and process and procedure protocols are followed according to company standards.
Maintain performance standards by meeting Key Performance Indicators (KPIs) as indicated on your performance plan.
Complete and maintain training and certification for serviced systems.
Adhere to Quality Management Procedures (QMI) and Work Instructions (WI) as set by the Quality Management Systems (QMS).
Perform other duties as determined by management.