Service Support Engineer

Avante Health Solutions•Concord, NC

10d•Onsite

About The Position

The Service Support Engineer (SSE) is a critical resource to Avante’s field service and training operations. Through technical expertise and troubleshooting, the SSE ensures an efficient and accurate response to customer service and parts calls. With access to parts inventory and QA testing bays, the SSE ensures the availability of high-quality parts and assists in the development of new and improved testing procedures. In addition, the SSE is responsible for training, developing, and preparing the Field Service Engineer (FSE) and Junior Field Service Engineer (JFSE) talent pool for field service. The SSE will also keep detailed training records and assist the Field Service Training Manager (FSTM) with the creation of training documentation and programs. The position provides remote technical support and in-territory assistance to FSEs when necessary. The SSE position is an onsite position that requires daily or regular attendance in the Avante Charlotte COE. The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

2 to 4 years of medical diagnostic imaging troubleshooting and repair experience required
1-3 years of diagnostic imaging field service repair experience in Cath/Angio or CT required.
Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
Above average troubleshooting knowledge of any combination multi-OEM/multi-modality (Philips CV/CT or GE CT preferred)
Must be able to convey information by telephone, email, and in-person and effectively communicate in one-on-one and small group situations which may include customers, vendors, and/or other employees
Proficient with Microsoft Office, including Word, Excel, and Outlook
Ability to work in a fast-paced environment while juggling multiple projects/tasks
Ability to resolve problems involving several variables with limited supervision
Requires knowledge and understanding of oncology and/or diagnostic imaging equipment.
Requires utilizing precision tools to troubleshoot, diagnose, and repair oncology and/or diagnostic imaging systems and parts.
Ability to follow written technical directions, read and understand technical drawings, correlate technical documentation and/or instruction to system function and performance.
Effective use of Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Excel, Teams; ability to use and understand Enterprise Resource Planning (ERP) software and to use or learn specific software needed to improved productivity.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write effective, collaborative correspondence.
Capacity to read through policies, reporting, and compliance requirements.
Ability to speak effectively with customers and employees of the organization.
Ability to use multiple forms of communication such as e-mail, text, MS Teams, virtual conferencing, Phone, etc. and to understand the method for highest priority or informational communications.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, and volume; ability to apply algebraic concepts.
Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative.
Ability to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment.
Capacity to reach with hands and arms for at least 1/2 of the normal work shift.
Ability to climb stairs, lift, carry, or otherwise move up to 100 lbs. while working with medical equipment.
Ability to talk or hear continuously.
Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less).
Finger dexterity is required frequently for over 3/4 of the normal work shift
May need to travel up to 20%
Must be ready, willing, and able to travel by all modes of transportation
Have a valid driver’s license and Motor Vehicle Record meeting company requirements and guidelines for insurability

Nice To Haves

Any other CT or CV experience a plus

Responsibilities

Collaborates with the Technical Solutions Director and Director of Warehouse Operations to train and/or schedule onsite training to ensure that FSEs and JFSEs receive necessary professional development
Inspects and tests fully repaired parts to ensure quality control and that Original Equipment Manufacturer (OEM) specifications and guidelines are adhered to
Maintains assigned Quality Assurance (QA) Bays
Supports the service, parts repair, and other support teams with technical expertise and assistance in the development of new and/or improved troubleshooting and testing procedures
Serves as an instructor for customers and provides onsite customer training
Ensures company values are upheld in all customer communications and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manners
Assists Modality Support Specialists (MSS) with preparation and materials needed for training classes
Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
Provides remote Tech Support via phone, Teams, and e-mail with Director of Service, Service Manager and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue
Communicates with Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications
Trains and disseminates knowledge to the rest of the organization regarding equipment troubleshooting and repair
Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
Demonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system models
Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
Works professionally, respectfully, and efficiently with all levels within the organization
Adheres to all company employment policies and safe practices
Performs other duties as assigned