Field Service Engineer 3RSA LLC • Charlotte, North Carolina, United States

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Field Service Engineer 3

RSA LLC • Charlotte, North Carolina, United States

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Document Type : Job Description

Position Title : Field Service Engineer 3 (FSE 3)

Reports To : Field Service Manager

Company Overview

At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact-where a team of dedicated individuals goes above and beyond to make a real difference in people's lives.

As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that's truly making an impact in the healthcare industry, this is the perfect opportunity.

To make you a hero for your patients, we go the mile after the extra mile - We are the Solutionists of Solutech.

Functional Description

Operations apply to all field services (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possess a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineers get the support they need quickly and have confidence that the team is behind them. It is management's commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team.

Success is defined and measured with one objective - REDUCE MEAN TIME TO REPAIR. "Mean time to repair" is defined as the total time (minutes / hours) taken to complete the following tasks :

Receive call
Respond to site (travel)
Troubleshoot issue
Request / receive part(s)
Fix machine issue
Confirm issue resolution with the client

This role is designed for experienced Engineers functioning as primary technicians, trainers, and subject matter experts. They exemplify the behaviors and attitudes that make service successful within the radiation oncology industry. We will invest from the start of employment to develop the employee from a professional and technical aspect.

Scope of Outcomes

The core responsibilities for this position include :

Perform on-site or in-house service, repair and / or installation of company-serviced products. This may include any aspect of field support, and is not limited to system hardware and software, PC's, and networking / wireless networking

Provide technical support to customers on operational or maintenance aspects of system equipment

Serve as customer contact on technical and service-related problems

Diagnose mechanical, hardware, software, and systems failures, using est. procedures

Determine most cost-effective repair / resolution to minimize customer downtime

Prepare reports for analysis of product failure trends and service ability issues

Provides basic service, testing, and maintenance of assigned equipment according to instructions and company guidelines to ensure that customers' equipment always operates efficiently. Works without direct supervision

Provide phone support / remote assistance to customers and to Field Service Engineers as required to achieve resolution of service needs in a timely manner

Oversee and maintain spare parts for assigned customers including replenishing spare parts kits for contract customers to ensure operation of equipment according to technical and safety guidelines with the highest level of satisfaction

Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure updated customer maintenance information is available

Maintain up-to-date technical documentation regarding all operating characteristics, design factors, and technical performance of assigned products

Maintain a high degree of professional knowledge and safety consciousness according to guidelines to perform activities under the safest working conditions

Assist in the development of new service techniques and the writing of service documentation

Provide training to other field service personnel through various means including classroom, one-on-one, and on the job training

Report by means of Salesforce, e-mail, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available

Qualifications

Required qualifications include :

Expert professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment

Knowledge and professional technical experience with micro-computers / PC based systems

Client focused attitude

Articulate and skilled in interpersonal communication; fluency in the local language and in English, both written and spoken

Sound computer usage and debugging skills

Ability to identify and repair routine software and network problems

Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks

Identify and resolve simple imaging system defects

Candidate must complete training plan as developed during onboarding or the annual evaluation process

Familiar with business tools including E-mail, Microsoft Word, Excel, and PowerPoint

Preferred qualifications include :

Experience with Salesforce or equivalent ERP product and productivity software

Environmental and Physical Requirements

Ability to lift 75 pounds

Ability to stand for long periods of time

Ability to travel, both domestically and internationally, for extended periods of time

Dexterous ability to manipulate small objects

Willing to work standard and non-standard hours as required to support the customers

Compensation details : 00 Yearly Salary

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