Field Services Engineer

at  Civco Medical Solutions

Essential Duties and Responsibilities include the following (Other duties may be assigned):

• Maintain superior level of customer service and product support
• Track customer accounts and provide service in line with applicable contracts
• Investigate complaints and troubleshoot breakdowns by performing failure diagnostics and conducting root cause investigations
• Build and strengthen customer relationships by ensuring proactive communication and rapid problem resolution
• Documents service actions by completing forms, reports, logs, and records
• Understand and ensure adherence to all medical device quality and regulatory requirements
• Assist third party installation and service representatives
• Provide solutions to escalated issues using technical expertise
• Maintain updated service manuals to guide field service representatives
• Provides onsite support for hospitals and clinics including:
• Training to end users on how to properly use CIVCO products.
• Repair and installation
• Support continuous improvement within the service department including:
• Create service work instructions and videos
• Make or support changes in processes to improve service metrics

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Electrical, Mechanical, Industrial or Biomedical Engineering or Associates degree in mechanical, electrical, or industrial maintenance with 2 years’ experience in a related field or High School Diploma/GED and 8 or more years in a related field or equivalent combination of education and experience.
• Associates with non-engineering bachelor’s degrees must have experience in related fields including:
• Interfacing with both internal team members and external customers as part of the service process.
• Diagnosing and repairing mechanical, electromechanical, or electrical equipment.
• Troubleshooting and responding to customer concerns.

OTHER SKILLS AND ABILITIES

• Excellent interpersonal, facilitation, and communication skills
• Project management skills including planning, scheduling and prioritization skills
• Establishes good relationships with customers and staff. Relates well to people at all levels. Manages conflict.
• Focuses on customer needs and satisfaction. Sets high standards for quality and quality. Monitors and maintains quality and productivity. Works in systematic, methodical, and orderly way.
• Consistently achieves project goals and takes responsibility for actions, projects, and people. Takes initiative, acts with confidence, and works under own direction.
• Works productively in a pressurized environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it.
• Demonstrates an interest in and understanding of others. Adapts to the team and builds team spirit. Listens, consults others, and communicates proactively. Supports and cares for others. Upholds ethics and values. Appropriately follows instructions from others without unnecessarily challenging authority. Follows procedures and policies. Complies with legal obligations and safety requirements of the role.
• Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Works hard and puts in longer hours when it is necessary. Identifies development strategies needed to achieve career goals and meet new or changing demands of the job.
• Ability to read blueprints or technical diagrams
• Experience with basic hand and power tools

• Maintain superior level of customer service and product support
• Track customer accounts and provide service in line with applicable contracts
• Investigate complaints and troubleshoot breakdowns by performing failure diagnostics and conducting root cause investigations
• Build and strengthen customer relationships by ensuring proactive communication and rapid problem resolution
• Documents service actions by completing forms, reports, logs, and records
• Understand and ensure adherence to all medical device quality and regulatory requirements
• Assist third party installation and service representatives
• Provide solutions to escalated issues using technical expertise
• Maintain updated service manuals to guide field service representatives
• Provides onsite support for hospitals and clinics including:
• Training to end users on how to properly use CIVCO products.
• Repair and installation
• Support continuous improvement within the service department including:
• Create service work instructions and videos
• Make or support changes in processes to improve service metric