Imaging Service Engineer (Remote role based in Raleigh, NC)

Fujifilm•Raleigh, NC

7d•Remote

About The Position

An Imaging Service Engineer I performs scheduled service work on systems within an assigned service area and some unscheduled work with technical-support assistance, as directed by the Area Service Manager. The position performs preventative maintenance, installations and de-installations, and equipment repairs while maintaining customer satisfaction and effective communication with customers, field personnel, home-office personnel, and management. The engineer completes required administrative and regulatory work, including expense reports, timecards, work orders, service records, parts tracking, training, and quality and regulatory tasks. The role requires maintaining assigned tools, test equipment, and spare parts; escalating customer-service issues and conducting root-cause analysis; and complying with applicable FDA, ISO 13485, legal, and facility credentialing requirements. The position is remote and based in Raleigh, North Carolina, with travel up to 100% based on business needs, potentially including overnight and air travel. Occasional odd hours and overtime may be required.

Requirements

Associate degree in electrical engineering, electronics, computer science, or equivalent experience.
At least one year of previous field service experience.
Knowledge of assigned equipment to provide timely repairs and effective maintenance.
Active listening and above-average customer service skills.
Strong organizational and administrative skills, self-direction, and ability to maintain paperwork to FDA and company standards.
Excellent analytical and communication skills, including the ability to explain technical issues clearly.
Ability to operate job-related test equipment, such as oscilloscopes, meters, and diagnostic testers.
Valid driver's license and safe driving record.
Good interpersonal skills, reliability, ability to work independently, and a professional image.
Ability to meet facility vendor-credentialing requirements.

Responsibilities

Perform preventative maintenance as directed.
Perform unscheduled maintenance with assistance from technical support.
Install and de-install products and peripheral equipment, with assistance as needed.
Maintain effective working relationships and timely communications with field personnel, home-office personnel, management, and customers.
Complete administrative duties, including expense reports, timecards, work orders, service appointments, parts inventory and returns, computer-based training, and QA/RA work.
Maintain customer service orders and internal service records in accordance with company policies.
Communicate with customers daily to support resolution, follow-up, and customer satisfaction.
Use the escalation process to resolve service-delivery issues and conduct root-cause analysis.
Complete paperwork accurately and submit it promptly.
Travel as required and work occasional odd or overtime hours.
Maintain assigned tools, test equipment, and spare parts, and return parts within the required timeframe.
Promote the image and reputation of HCUS internally and externally.
Perform other duties assigned by the Area Service Manager.
Comply with applicable U.S. FDA medical-device requirements, ISO 13485 requirements, and other applicable laws, regulations, and standards.
Meet vendor credentialing requirements for access to hospitals and other facilities.