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

Fujifilm•Raleigh, NC

9d•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, as directed by the Area Service Manager. The engineer conducts preventative and unscheduled maintenance, installs and de-installs products and peripheral equipment, and maintains assigned tools, test equipment, and spare parts. The role involves regular customer communication and follow-up, issue escalation and root cause analysis, and administrative work including service records, work orders, timecards, expenses, parts tracking, training, and quality and regulatory documentation. The position requires maintaining effective working relationships and communications with customers, field and home-office personnel, and management, while promoting customer satisfaction and the company’s reputation. The engineer must comply with applicable FDA, ISO 13485, and other regulatory requirements, as well as hospital and facility vendor-credentialing requirements. Work is typically performed in medical or clinical environments, including sites under construction, and may involve exposure to MRI magnetic fields. Travel is up to 100% based on business needs and may include overnight and air travel. Occasional odd hours and overtime may be required.

Requirements

Associate degree in electrical engineering, electronics, or computer science, or equivalent experience.
At least one year of previous field service experience.
Knowledge of assigned equipment sufficient to provide timely repairs and effective maintenance.
Active listening and above-average customer service skills.
Strong organizational and administrative skills; ability to maintain paperwork to FDA and company-required standards.
Analytical and communication skills, including the ability to explain technical issues clearly.
Ability to operate job-related test equipment, such as an oscilloscope, meter, and diagnostic testers.
Valid driver's license and safe driving record.
Good interpersonal skills; reliability and ability to work independently; professional presentation.
Ability to meet facility vendor-credentialing requirements.
Ability to work occasional odd hours and overtime and travel as required, including travel of up to 100% based on business needs.

Responsibilities

Perform preventative maintenance as directed.
Perform unscheduled maintenance with technical support; work independently on preventative maintenance and generally receive assistance for unscheduled maintenance.
Install and de-install products and a wide variety of peripheral equipment, with assistance as needed.
Maintain effective working relationships and timely communications with field personnel, home-office personnel, management, and customers.
Escalate issues and customer concerns, use the escalation process to address service-delivery problems, and conduct root cause analysis.
Complete administrative duties, including electronic expense reports, weekly timecards, work orders, service appointments, start-time reporting, parts inventory and returns, computer-based training, and QA/RA work.
Maintain customer service orders and internal service records in accordance with company policies; submit accurate paperwork promptly.
Communicate daily with customers to support issue resolution, appropriate follow-up, and customer satisfaction.
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.
Comply with applicable FDA medical-device regulations, ISO 13485 requirements, other applicable laws and standards, and facility vendor-credentialing requirements.
Perform other duties as assigned by the Area Service Manager.