Field Services Engineer

Spectrum Dynamics Medical develops and services nuclear medicine imaging systems. The Field Service Engineer provides field support for the company’s SPECT/CT products, executes installations and maintenance, and works to resolve customer issues and improve product reliability and serviceability.

Responsibilities:

• The Field Service Engineer (FSE) will create/execute resources and programs to continuously improve the satisfaction and loyalty of Spectrum Dynamics’ existing and future customers, and provide excellent field service support for DSPECT® and VERITON-CT®
• The FSE will also have direct input to the Director of Service, Operations, and the engineering teams
• This input is critical to further enhance product reliability, operability, and serviceability on a global basis
• Provide onsite and remote support for break-fix issues related to software, hardware, and IT, and their clinical applications
• Execute new system installations, field upgrades, and preventive maintenance for the company’s range of products
• Take personal ownership of the customer experience. Facilitate customer satisfaction through identification of any concerns and initiation of problem resolution and escalation
• Identify and make any necessary independent decisions on who to engage to obtain requisite resources for problem resolution in a timely fashion
• Directly communicate and build rapport with customers as required. Follow up directly with customers to ensure that all issues are resolved
• Support new product introductions and first of kind installations
• Provide status reporting to internal/external customer support teams
• Participate as a technical resource and/or customer advocate as needed
• Work collaboratively with the assigned sales and application professionals in addressing and resolving customer satisfaction issues, and/or implementing sales and service solutions to meet customer needs to drive revenue for the company
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, and processes
• Report to the Director of Service

Requirements:

• Experience servicing and troubleshooting Industrial equipment
• 3 years of experience servicing/installing medical imaging equipment (CT or PET, while Nuclear equipment is preferred)
• Significant skills and qualifications with handling computers, software installations and upgrades, and electronic-mechanic assembly
• Ability to work independently
• Willingness to travel in order to support other locations in the US and abroad
• Strong sense of customer service with excellent interpersonal skills
• S. in Biomedical Engineering or Electrical Engineering (or equivalent education) preferred
• Nuclear equipment is preferred