Field Service Engineer

About This Role

This Field Service Engineer role is responsible for managing customer support by installing, servicing, and repairing Biosense Webster Inc. products, as well as handling customer technical inquiries and complaints, with a focus on improving cardiovascular health through innovative medical technology.

Responsibilities

• Perform On Site and Remote Technical Support to internal and external customers through the Customer Support Call Center
• Manage account schedule and perform the installation, operation, repair and upgrades of equipment within assigned territory
• Shadow with Associate Field Service Engineers in supporting them in installation, maintenance and repairs
• Devise and implement preventative maintenance programs and maintain performance and service records for equipment
• Evaluate, diagnose and repair malfunctioning equipment in response to service calls in assigned territory
• Respond to customer requests for emergency service, determining causes, troubleshooting and taking corrective action
• Provide guidance to customers including Doctors, Nurses, hospital Biomedical engineers, and Field Service Specialists/Representatives
• Manage customer expectations before and after various interactions to ensure satisfaction
• Drive Customer Satisfaction improvement in assigned territory through monthly review of complaints, parts usage, and system performance
• Complete paperwork, documentation and administrative tasks per policy and procedures
• Complete, clear and timely updates in the Service Management System related to Workorder and Orders
• Complete all processing of RMA returns to support individual usage of parts and equipment
• Manage allocated inventory and complete required audits
• Complete required training for supported products and processes
• Act as customers' advocate to represent customer needs internally
• Participate in incident investigation

Requirements

• Reside in the Greater Chicago metro area
• Ability to work in home office 25% & in field 75%
• Valid US Driver’s license
• English verbal and written communication skills
• Organization skills
• Knowledge of Microsoft Office
• Problem solving skills
• Ability to drive customer satisfaction and work improvement
• Ability to travel on short notice
• Frequent air travel
• Ability to operate company vehicle
• Ability to work weekends and “off hours” as needed
• Ability for heavy lifting of equipment and excessive standing, lifting and bending
• Ability to respect and apply safety rules and procedures
• Use personal protective equipment (PPE) and safety devices as required
• Participate in incident investigation

Qualifications

• Vocational/Trade Certificate with 4 years’ related work experience OR Associate Degree in Biomedical and OR (Electronics) Electrical or Computer Engineering with 2 years related experience OR Bachelor’s degree in engineering in Biomedical, Electronics, Electrical Or Computer Engineering discipline with 2+ years of experience in related industry
• 2+ years related experience with an Associate or Bachelor's degree, or 4+ years with a Vocational/Trade Certificate in servicing medical equipment

Nice to Have

• Knowledge of service management system
• Knowledge of standard test equipment including digital multimeter
• Academic qualification in engineering
• Knowledge of servicing principles, practices and procedures
• Experience in the Medical Device Industry

Skills

* Required skills

Benefits