Field Service Technician - Boston, MA
About The Position
The Field Service Technician is responsible for identifying, analyzing, and executing required service orders, including repairs, planned maintenance, and installations within their assigned service territory. This role involves understanding company service contracts and ensuring services are performed according to plan. The technician will provide ongoing support to key customers through technical phone support, product installation, and field service. They will also provide product feedback on observed issues and trends, report deviations from quality standards, and attend product-specific training as required. Additionally, the technician will promote service agreements by advising customers on available services and ensure all necessary paperwork, expense reports, and tools are accurate and maintained.
Requirements
- A technical degree or higher level of education in electronics or related field required.
- Minimum 5+ years’ technical experience with increasing responsibility required; experience must be in medical device or other related healthcare industry (i.e., hospital biomedical engineer).
- Considerable experience with field service work required.
- Must have demonstrated communications skills, both verbal and written, as well as excellent facilitation skills.
- Must possess strong analytical skills and the ability to communicate complex information effectively; strong interpersonal skills are needed to facilitate problem resolution.
- Must be a licensed driver, in good standing, and have a satisfactory driving record.
- Excellent time management skills with a proven ability to meet deadlines required.
- Ability to prioritize tasks and to delegate them when appropriate.
- Must be able to work independently with minimal direction.
- Demonstrated excellent computer skills required; strong preference for those with a high degree of proficiency with Microsoft Office products.
- Proficiency with service-related or inventory control software required.
- Employees must be legally authorized to work in the United States.
- Employee must not be specifically barred from working with Federal contracts, government entities or otherwise listed on excluded parties list as maintained by the Federal government.
Nice To Haves
- high degree of proficiency with Microsoft Office products
Responsibilities
- Identifies, analyzes, and executes required service orders including repairs, planned maintenance, and installations in assigned service territory.
- Understands company service contracts and ensures maintenance and services are performed according to those plans if in place.
- Follows all relevant technical procedures per QSR requirements.
- Provides consistent on-going support to key customers through technical phone support, product installation, and service support to customers in the field.
- Provides product feedback on any issues/trends observed in the field and assists in developing solutions.
- Reports any observed deviations from established product quality standards and specifications to appropriate in house team members.
- Reports any delays in providing scheduled service to the Supervisor, Field Service for escalation.
- Ensures all necessary paperwork, emails, vendor credentialing, expense reports, and training are accurate and up to date; likewise, ensures tools, supplies, parts, etc. are well maintained and fully stocked.
- Reports all complaints discovered in the field according to quality system requirements.
- Attends product specific training when required.
- Promotes acquisition of service agreements by advising customers on the range of services available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
