Field Service Engineer

Avante Health Solutions is hiring a Diagnostic Imaging Field Service Engineer to provide frontline technical support for diagnostic imaging equipment. The role troubleshoots, repairs, calibrates, and verifies equipment performance, responds to service calls across an assigned territory, and communicates with customers and internal teams.

Responsibilities:

• Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
• Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
• Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manner
• Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
• Consults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Avante Escalation Procedure
• Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction
• Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications
• Generates system sales leads and communicates those leads back to sales team
• Trains and disseminates knowledge to the rest of the organization regarding equipment
• Participates in the on-call rotation schedule for after-hours technical support calls
• Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
• Demonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system models
• Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
• Works professionally, respectfully, and efficiently with all levels within the organization
• Adheres to all company employment policies and safe practices
• Performs other duties as assigned

Requirements:

• Associate's degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• Must also be punctual and dependable
• Requires knowledge and understanding of ultrasound equipment
• Requires utilizing tools and test equipment to troubleshoot, diagnose, and repair ultrasound systems and parts
• Ability to follow written technical directions, read, and understand technical drawings, correlate technical documentation and/or instruction to system function and performance
• Effective use of Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Excel, Teams; ability to use and understand Enterprise Resource Planning (ERP) software and to use or learn specific software needed to improved productivity
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, service manuals, and procedure manuals
• Ability to write effective, collaborative correspondence
• Capacity to read through policies, reporting, and compliance requirements
• Ability to speak effectively with customers and employees within the organization
• Ability to use multiple forms of communication such as e-mail, text, MS Teams, virtual conferencing, Phone, etc. and to understand the method for highest priority or informational communications
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with several abstract and concrete variables
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, and volume; ability to apply algebraic concepts
• Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative
• Minimum of Six years of Philips/Siemens CV/ CT diagnostic imaging equipment troubleshooting and repair experience
• Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience