Field Services Engineer 2

Job Description

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

Our Field Service Engineer II is responsible for the quality service of Spacelabs products and for customer satisfaction within an assigned territory. Works under supervision and performs duties in compliance with established procedures. Excellent technical and communication skills are needed to positively interact with customers and company personnel. Successful candidates will be self-starters who can manage their time and schedules independently, will also possess analytical/technical abilities and basic business acumen, and effectively communicate at all levels of the organization.

Responsibilities

• Achieve annual revenue goal by promoting sales of service contracts, billable services, and Spacelab’s products and offerings.
• Support Regional Service Manager and region in achieving assigned Operating profit goals.
• Install approved equipment upgrades and modifications as required in accordance with technical documents and publications.
• Install and relocate Spacelabs products in accordance with policies, procedures and approved technical documents and publications.
• Provide assistance in OJT training of all regional new hires before and after new hire training.
• Responsible for mentoring new FSEs as required.
• Responsible for seeking out new training to keep up with technology as it changes.
• Perform all assigned PM's, PA's and remedial maintenance and provide necessary records to hospitals and Regional Service Manager (RSM).
• Respond to all assigned customer service calls and apply corporate policy guidelines.
• Submit accurate and complete reports in a timely manner regarding expenses, timecards and service reports.
• Prepare service Contract Quotes in coordination with RSM and Contract Administration.
• Support sales efforts by assisting with equipment demonstrations and clinical evaluations.
• Asssist sales with pre-sale configurations and consultation as required.
• Control and maintain assigned Spacelabs assets in accordance with policies and directions.
• Act as liaison with technical support for product introduction, evaluation, and major troubleshooting assignments.
• Successfully complete all Spacelabs Product training.
• Uphold the Company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct.
• It is the responsibility of every Spacelabs Healthcare employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid the recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• Associate of Science Degree in electronics or a related technical discipline; or equivalent technical training from an accredited program in biomedical, electronic or computer technology; or equivalent military training.
• A minimum of 3 years of experience as an FSE or equivalent field service.
• 3+ years of experience working on complex capital medical devices.
• Ability to climb and stand on ladders for extended periods of time.
• Ability to lift up to 50lbs.
• Work various shifts as deemed necessary for successful installation and training including on- call.
• Proficient computer skills including Networking, Microsoft Windows, XP operating systems. Customer Relationship Management (for example SAP R/3, Microsoft Dynamics CRM, Oracle), MS Office products (Word, Excel, Visio and Power Point)
• Must become fully competent in the application and operation of all products in all care areas.

OTHER WORK REQUIREMENTS:

• Successful completion of Spacelabs training required (including training done at Company location) or have previously passed Spacelabs FSE training. Must become fully competent in the application and operation of all assigned products and systems.
• Work various shifts as deemed necessary for successful installation and training.
• Required to register with a vendor credentialing service. As part of this process, may be required to submit personal information to a credentialing service company, to provide proof of vaccinations or related medical information, and to comply with other requirements needed to be able to work at customer site. May be required to complete US federal background check and requirements for access to US government facilities and/or government IT networks.
• Use of computer: 15%
• Domestic Travel: 75% This is a regional position requiring a significant amount of driving. This position requires the ability to possess a valid driver’s license and maintain a safe and responsible driving record. Includes possible air travel and must be able to acquire all necessary travel documents.
• This position will be assigned to a specific region but will be used as a floater position, meaning that this person may need to travel (vehicle/airplane) to assist with business needs.
• Participation in an on-call rotation and periodic mandatory overtime may be required.

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