Field Service Engineer

Position Title: Field Service Engineer

Position Type: Full-Time

Position Status: Salary; Nonexempt

Department: Service

Reports To: Service Manager

Job Summary: The Field Service Engineer assists the Service Manager and Service Support Operations Manager, ensuring the overall success of the Service Department. Activities include providing onsite and over-the-phone assistance to customers experiencing difficulties with their nuclear medicine equipment. Additional duties include performing equipment maintenance, moves, installations, de-installations, system assessments, and other service-related activities within their assigned service territories and beyond, when need arises. Effective integration and coordination of service activities with Universal Medical in-house Service, supply chain, parts, training, sales, production, and administration teams is required.

Essential Functions:

  1. Receives incoming equipment service requests from service customers and the in-house Service team, obtains system and problem information, and formulates an action plan in response.
  2. Coordinates with in-house Service team members to develop a weekly schedule of service activities that will assure customer satisfaction and achieve optimal utilization. 3.
  3. Accurately and completely enters field service support, preventive maintenance, travel expense, and weekly timecard information per requirements and submits to the in-house Service team by established deadlines.
    1. Specific Requirements:
      • Field Service and preventive maintenance reports should include the dispatch number, customer information (name and address), type of equipment, equipment serial number, calibrated test equipment used, and part numbers / corresponding part descriptions utilized during service.
      • Additional specific information to meet Universal Medical and/or the customer requirements should be included, as directed.
  4. Logs technical support time provided to customers via phone per requirements.
  5. Collaborates with in-house Service, supply chain, and administration teams to ensure the timely return of all parts, specialized equipment (including calibration phantoms), calibrated test equipment, and any required corresponding documentation upon the completion of every service call.
  6. Maintains an accurate field service inventory of parts being kept on-hand for general field service use.
  7. Follows up with customers after the completion of service to ensure their satisfaction.
  8. Assesses systems at customer facilities, documents, and reports findings to the company and to the customer.
  9. Participates in training sessions, company meetings, and production/refurbishment projects at the company headquarters, as needed.
  10. Responsible for the completion, accuracy, and maintaining up-to-date Quality Management System (QMS) records throughout the servicing processes.
  11. Understands the relevance and responsibility of role within the company Quality Management System (QMS).

Skills/Attributes:

  • Effective Verbal & Written Communication
  • Grammatical, Reading & Comprehension Skills
  • Data Base Entry & Keystroke Accuracy
  • Basic Logic/Troubleshooting Skills
  • Ability to Plan & Organize Activities
  • Professional Presence
  • Self-Motivated
  • Confidentiality
  • Ethical Business Practices
  • Technical Expertise in Medical Equipment Repair
  • Attention to Accurate Details
  • Computer Literacy
  • Microsoft Office Proficiency
  • Basic Math Aptitude
  • Effective Time Utilization
  • Customer Relations
  • Team Oriented
  • Integrity
  • Mechanical Aptitude
  • Telephone Etiquette

Physical Requirements:

Must be able to lift a minimum of 40 pounds, requires ability to ambulate frequently, and requires occasional bending, stooping, and reaching above the head.

Education/Training Requirements:

High School Diploma or Equivalent 2yr Technical Degree in an electronics-related field. OR 3yrs of extensive training in an electronics-related field.

Certification/License:

Minimum Class B CDL

Preferred Experience:

  • Previous experience requiring the comprehension of technical manuals, electrical schematics, mechanical drawings, and CAD drawings.
  • Previous customer service experience.
  • Prior medical imaging equipment knowledge.
  • Prior Technical support and field service experience.
  • Prior medical equipment installation experience.
  • Prior Salesforce software knowledge.

Please submit your resume and cover letter to info@uni-med.com.

Universal Medical is an at-will employer located in Washington, MO.