Field Service Technician

Neocoil LLC•City of Pewaukee, WI

8d•$32 - $37

About The Position

The Field Service Technician installs and troubleshoots NeoCoil products at customer facilities, ensuring product performance and functionality and responding to customers’ technical inquiries. The role travels to customer sites to install products such as MRI surface coils and MRI wireless audio systems, and documents installation activities and supporting data according to company processes and procedures. The technician also administers the loaner product pool, serves as a primary technical contact for applicable customer questions, and escalates customer feedback and complaints. The role collaborates with Customer Service, Operations, Quality, and Engineering to route and troubleshoot shipping, processing, product, and technical issues. It follows applicable Quality Management System requirements, maintains housekeeping and safety standards, executes duties in accordance with established competencies and quality requirements, and assists the Service Department as needed. There are no direct reports.

Requirements

Associate’s degree in a related technical field, or an equivalent combination of training and experience.
3–5 years of related field installation experience.
ERP knowledge.
Ability to use standard office equipment, such as printers, scanners, and fax machines.
Valid driver’s license.
Ability to travel 50–75%.
Quality-oriented with high attention to detail.
Good written and verbal communication skills.
Ability to meet the physical demands of the job, including lifting and/or moving up to 50 pounds and performing the listed manual and mobility tasks.
Ability to work in an MRI environment with exposure to strong magnetic fields.

Nice To Haves

Medical field service experience.
IQMS ERP expertise.

Responsibilities

Travel to customer sites to install NeoCoil-branded products, including MRI surface coils and MRI wireless audio systems.
Ensure installation activities are completed and supporting data is collected and documented according to NeoCoil processes and procedures.
Administer the Company’s loaner product pool, including distributing and arranging the return of loaner equipment to customer sites.
Act as a primary point of contact for applicable customer technical questions regarding NeoCoil-installed equipment.
Promptly escalate customer feedback and complaints.
Collaborate with Customer Service, Operations, Quality, and Engineering to route and troubleshoot customer inquiries, including shipping and processing issues, product discrepancies, and technical issues.
Follow applicable Quality Management System requirements, including Good Documentation Practices, Document Control, and Record Control.
Maintain departmental housekeeping standards and perform duties safely in accordance with policies and procedures.
Perform role duties in accordance with established skills competencies and Quality Management System requirements.
Assist the Service Department as needed and perform other duties as required.