Our next post in the Above & Beyond series showcases how the Universal field service engineer team works together to satisfy all customer needs whenever called upon.
FSE John Craig was already on the scene at a hospital in Washington, MO which needed support for their Siemens e.cam gamma camera; poor image quality on one of the detectors. When FSE Mark Emann arrived to assist, it was brought to their attention that there was actually another e.cam at the facility that had an issue too; this one had a motion error occurring.
Thea team was able to solve the first e.cam’s detector issue together by staying late that afternoon but the other camera would require parts and was going to need some extra time to troubleshoot so a return trip was in order. So the next day, both John and Mark came back to resolve the issue with the second e.cam.
It looked to be a complicated job that would take the better part of the day. New parts had to be installed and the system required multiple calibrations and reconfigurations to find what the exact issue was. Midway through the job John received a call from another customer who required assistance. There was still much work to on the e.cam but Mark assured John he would take care of it so John could go help the other customer.
It took a lot longer performing the rest of the job solo but Mark stayed through the evening to complete it so the customer could have the e.cam up and performing scans the next day.