Field Service Technician (ACT) - Raleigh/Durham, NC

Getinge•Charlotte, NC

2d•$34 - $43

About The Position

The Field Service Technician provides professional field service technical support for Getinge Acute Care Therapies products in the assigned territory. The role responds to emergency calls and schedules preventive maintenance visits to meet service agreement obligations, with a focus on quality service and customer satisfaction. It also supports service contract renewals and identifies new service contract opportunities to grow the service business. The technician independently manages work schedules and communicates effectively with customers and company personnel at all organizational levels. The position provides on-site and telephone support for product installation, inspection, repair, and preventive maintenance. It documents work according to service policies and procedures, assists the Field Sales team, maintains service contracts, and safeguards company assets and equipment. The technician makes decisions within established policies, escalates unresolved customer service issues to the Service Regional Manager, and complies with company, safety, and regulatory requirements.

Requirements

Associate of Science degree in Electronics, Electro-Mechanical, Biomedical Engineering, or another technical discipline; or equivalent military training or experience emphasizing electronics technology.
Technical proficiency using schematics, systems diagrams, and repair/replacement procedures to troubleshoot, repair, and calibrate assigned products.
Effective mechanical and electro-mechanical skills, including knowledge of hydraulics, pneumatics, and motors.
Well-organized and able to carry out tasks with minimum supervision.
Ability to present service solutions that meet customer needs.
Strong critical-thinking ability.
Customer orientation and strong interpersonal skills.
Strong verbal and written communication skills.
Basic to intermediate Microsoft Word, Excel, and Outlook skills.
Valid driver’s license.
Ability to travel approximately 40% to 75%, including some overnight travel.

Nice To Haves

Two or more years of experience in a field service role in medical devices, technical repair, or a related technical field is strongly preferred.

Responsibilities

Provide on-site and telephone technical service support for the installation, inspection, repair, and preventive maintenance of products for customers within the assigned territory.
Maintain positive, professional communication with customers, regional team members, and the Technical Support group.
Document all activities in accordance with Service policies and procedures.
Provide technical assistance to the Field Sales team.
Maintain service contracts in accordance with service policies and procedures, including assisting with identification of potential service contract customers.
Protect company assets and maintain loaner and test equipment, spare parts inventory, and other company equipment and supplies in good condition and working order.
Make decisions based on policies and procedures, and refer unresolved customer service issues to the Service Regional Manager.
Adhere to company policies and procedures and comply with safety and regulatory requirements.
Build quality into all aspects of work.