Support is provided to the customer remotely by phone, internet and by on-site visits, as determined by the machine status or customer requirements.
Promoting the highest level of customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately, and customer satisfaction is optimized.
Accurate and clear documentation of work activities are to be completed within the company’s Customer Management software program, such that these records provide appropriate documentation of the product service history for Device History File records.
Appropriate care of parts inventory and prompt return of replaced parts that are required to be returned to the company’s stock for processing.
Assist in the development of service documentation, in conjunction with the company’s Customer Service team.
Assist in the training of further Customer Support staff and customer on site personnel with respect to maintenance and service activities, as required.
Assist in identification and development of Field Support tools and test equipment.
Follow local regulations (such as radioprotection rules – attends and runs TUV Audits at customer).
Maintain company vehicle (if provided) in accordance with the company’s fleet vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance
Provides feedback through the Madison Customer Service group for service related product improvements that could improve Mean Time to Access (MTTA) and Mean Time to Repair (MTTR), or improvements in mean Time Between Failures (MTBF).
Assist in the development, documentation, and testing of service tools and design updates to the product.
Works effectively with other engineers, scientists, subcontractors, and consultants.
Support project team activities, with attendance at team meetings, representation of Field Service requirements, and provision of documentation as required.
Skills And Requirements
The employee must routinely lift and/or move physical inventory, tools and test equipment, office supplies, or stored records weighing up to 35 kilos.
The employee must occasionally move or transport physical inventory weighing up to 680 kilos utilizing lifting/moving devises such as jib cranes, boom cranes, lifting fixtures, hand dollies and equipment dollies.
The employee occasionally is required to climb ladders, kneel, or crouch as required during servicing of equipment.
The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities as reasonably required by business needs.
Bachelor’s degree in engineering or physics. Other qualifications with significant related work experience may also be considered. (I.E. military technical training/experience, BS in electronics, Electro-Mechanical or Biomedical Engineering Technology, AS in Electronics, Electro-Mechanical or Biomedical Engineering Technology). A basic understanding of medical physics is desirable.
Level of Education (i.e. SSB Certification)
At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products. Prior work experience with a Medical Device manufacturer would be a plus.
Hands-on experience with electronic test equipment.
Excellent troubleshooting and problem-solving skills.
Good H/W and S/W computer skills, including network knowledge and the use of standard office software programs including spreadsheet, word processing and email applications. Ability to quickly learn to use new software tools.
Experience in basic administration of Windows-based computer hardware, software, and networking would be an advantage.
Fluent in German and English.
Excellent communication, organizational, and customer relations skills and strong customer service orientation.
Team player – ability to work well in a close team environment.
Must be comfortable with extensive travel (50% travel time), sometimes on short notice, and occasional after-hours support requirements. On rare occasions, you may be away from your home base for multiple weeks and may be asked to travel internationally.
Must possess a valid driver’s license and good driving record
Tagged as: Field Service Engineer
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