Field Service Engineer

SUMMARY: Responsible for providing field service and technical support which includes: performing inspections, investigations, calibrations, and repairs, in addition to troubleshooting, and performing preventative maintenance of various imaging equipment. Assure preventive maintenance complies with current OEM specification to meet equipment safety and mandatory performance levels.

 Full-time on-site role for a mostly Cath, Angio, CT, and X-Ray Service Engineer for RSTI located in Raleigh, NC.

A successful individual will have skills to use remote diagnostics, laptop-based test protocols, power tools, measuring devices, knowledge of manufacturers’ service documentation, troubleshooting techniques, and preventative-maintenance procedures. Consult with medical or research staff to ascertain that equipment functions properly and safely, utilizing knowledge of electronics, medical terminology, human anatomy, and physics. May demonstrate and explain correct operation of equipment to medical personnel.

DUTIES AND RESPONSIBILITIES:

• Maintains and nurtures existing client relationships.
• Responds to all inquiries and requests in a timely and professional manner.
• Travels to customer and/or vendor sites to inspect systems/parts as needed.
• Service calls to include: Preventative Maintenance, Corrective Maintenance   Repairs, installation/de-installations, and calibrations on all assigned medical imaging equipment using manuals, test equipment, measuring instruments, hand tools/power tools, and specialized knowledge
• Travel is local and across the country.
• Respond to service calls from customers to evaluate and rectify valid operator complaints and concerns
• Performs all service within the manuals specifications
• Works with other imaging engineers, OEM and operators to resolve equipment related problems.
• Conducts and complies within specifications and policies providing quality assurance records and reports
• Complete all associated FSRs to each service call and submit no later than 48 hours.
• Develops good working relationship with Department staff, directors, and leads with the repairs and maintenance, installations and de-installations
• Manage all in-bound and out-bound parts: core exchanges and returns.
• Provide tech support calls when needed with the customer or any other RSTI employee
• Understands and communicates information regarding company products, services, and policies and procedures to new and existing clients.
• Work after hours to complete a job as needed
• Assist in managing remote inventories, shipments and exchange tracking.
• Assist in procurement of diagnostic imaging parts.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• Bachelor’s degree (B. A.) or equivalent, one to two years of experience, or equivalent combination of education and experience.
• Must be a self-starter and proactive.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Excellent problem resolution and consultative sales skills.
• Proven ability to handle multiple projects and meet deadlines
• Strong interpersonal skills.
• Ability to prepare reports and business correspondence.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Certifications in X-Ray technology or related field is a plus.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.