Field Engineer, Boston

Position Summary

You will support the X-Ray Systems business as a Field Service Engineer based in Boston. This position will be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites; generate service revenue; adhere to state and federal regulatory requirements. The Field Engineer services laser printers, networks, CR & DR X-ray imaging equipment, radio fluoroscopy equipment, and other hospital equipment. The Field Engineer position involves working in the medical imaging field so you will be servicing our customer base primarily in hospitals and imaging centers. This position involves possible overnight travel and will be based in a home office. A company provided vehicle, laptop, and cell phone are included. Field Service Engineers need to live within the territory.

Position Responsibilities

Customer Ownership

• Build credibility and trust with customers by conducting pro-active customer visits.
• Provide appropriate, timely, and regular communications to customers and internal key stakeholders regarding customer and equipment issues.
• Demonstrate a sense of urgency to identify and resolve customer issues.
• Follow the appropriate escalation process.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times.
• Understand the customer's business and competitive environment.
• Generate revenue growth by offering solutions aligned with the service portfolio.

Teamwork

• Adopt, develop, and implement best practices.
• Actively seeks to mentor others.
• Actively participates as a member of the regional work team and works to improve team processes.

Compliance

• Operate under the required knowledge of State and Federal regulatory requirements.
• Adheres to established training, quality, and safety requirements.
• Manages company assets effectively in accordance with established processes and guidelines including labor time, parts ordering and returns, tools and test equipment calibration, purchase orders, equipment, company vehicles, business expenditures, etc.
• Performs all administrative duties within established and regulatory timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork.

Technical Service

• Independently resolve equipment and customer issues.
• Independently complete PMs, FCOs, installations, and all related tasks.
• Independently diagnose and resolve electronic, network, and mechanical problems.
• Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively.
• May be asked to perform service work remotely providing telephone, remote technical support, and remote diagnostics to external healthcare customers and field partners in order to resolve customer equipment issues and initiate escalation, if appropriate.

Required Skills & Education

• Associate Degree in electronics or equivalent combination of education and experience; BSEE/BSEET/BSME/BSMET preferred.
• 2+ years of experience in diagnostic imaging or 4+ years of experience in the electronics industry, preferably in a field service environment.
• Knowledge of computers and networking; PC competency to include utilization of Microsoft Office Suite products.
• Ability to understand and apply electronic, mechanical, and networking theory to install, diagnose, and repair equipment, including knowledge and use of all necessary tools and test equipment.
• Ability to understand and utilize technical vocabulary to perform tasks according to either verbal or written instructions.
• Ability to read and interpret schematics and site drawings with minimal assistance.
• Ability to display strong organizational and multi-tasking skills, self-discipline, and autonomy to work independently in a high-pressure environment.
• Ability to adapt to changing work requirements in a complex, fast-paced environment.
• Ability to effectively operate in a team-driven environment and share knowledge to achieve assigned goals and objectives.
• Ability to demonstrate exceptional customer service skills.
• Ability to communicate, written and verbally, with various levels of employees and customers.
• Must have and maintain a valid driver's license and driving record that is compliant with Fleet Policy.

Desired Skills

• Experience with X-Ray, Complex Medical Device, Knowledge of Carestream Equipment

Work Environment

Hospitals, critical care imaging centers, remote.

Physical Requirements

Frequently lifting, carrying, pushing, or pulling up to 20 pounds. Occasionally lifting or carrying items over 70 pounds. The average driving time is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays may be required. Job operates in the hospital/medical environment and remotely from a home office location. Required to adhere to certification/credentialing required by the customer in connection with admission into its facilities to perform job duties.