Field Service Engineer

Job Description POSITION SUMMARY: This is a mid-level Field Service Engineer position that requires some previous experience with installation, repair and maintenance on medical equipment. The focus is learning how to repair and install Digirad imaging systems to specifications and exceed customer expectations. The FSE will work independently as well as in a team environment. They will attend factory-training classes and through assistance of more senior FSEs, will apply lessons learned for continued experience and OJT. The FSE will begin by assisting in service repair, preventative maintenance, and installations. Must work towards rapid progress in the knowledge of Digirad products and the ability to resolve routine technical problems quickly. "‚"‚ RESPONSIBILITY / AUTHORITY ASSIGNMENT: In the absence of the Field Service Engineer, the Team Lead is responsible for decisions in assigned territory. The Team Lead provides backup of the Field Service Engineer in his/her absence. ESSENTIAL FUNCTIONS: To perform this job successfully an individual must be able to perform each essential function satisfactorily. 1. Comply with established company policies and procedures, objectives, quality assurance program, safety and environmental standards. 2. Customer Satisfaction Learn best practices in customer satisfaction and soft skills through training on customer satisfaction expectations and mentoring with the Team. Develop high levels of customer issue ownership and a high sense of urgency on all customer related issues. Develop a high level of customer trust and credibility by following the company Say/Do philosophy. Will set customer expectations by working individually or with the team to meet or exceed those expectations. 3. Technical Learning Attend formal factory training classes. Work with the team, Team Lead and Field TSE to learn to troubleshoot, diagnose, install, maintain, calibrate, and repair Digirad Systems in an imaging department environment. Perform software installations, upgrades and computer connectivity with OJT and individually as trained. Performs and tracks preventative maintenance for the systems in the assigned territory. 4. Teamwork Work with the Field Service High Performing Team to understand the teamwork concept and to show initiative in teamwork for both customer issues as well as business metrics. 5. Compliance Responsible for learning and following company policies, state and federal laws concerning radiation safety, work safety, and other compliance and safety related requirements. Adhere to company policies in the return of inventory, calibration and maintenance of tools and test equipment. Manages company expenditures and assets effectively and strives to manage the business to maximize those assets. Follows the travel policy with emphasis on spending control. 6. Business Processes Complete all necessary call information daily Process returned-goods within 14 days Keep the manager and Digirad headquarters apprised of all customer concerns and needs within territory Provide written and verbal engineering design recommendations for current and future product development. Responsible for working with the team lead for the maintenance and planning of service within assigned territory 7. Sales Support Keep local Territory Managers informed of system performance and customer needs within assigned territory 8. Perform other duties as may be assigned. Experience and Skills QUALIFICATIONS: Ability to: Read and comprehend instructions, correspondence and memos. Ability to write instructions and correspondence and effectively present information in one on one or small group situations to customers and other employees. Prioritize workload and determine priorities. Maintain professionalism under stressful situations. Communicate effectively and diplomatically with internal and external customers and other Digirad personnel both verbal and in writing. Experience/Education: Technical and/or medical imaging experience is required to qualify for this position. Customer skills from other experiences or jobs and military experience would be a plus: Education: A technical education with a minimum of a BSEET Degree or a minimum of 5 years field service experience is required. Technical Knowledge: Skills: Other Good verbal and written communication. Must be fully computer literate. Equipment: Utilize small hand tools, calibrated instruments, measurement equipment, and test fixtures. PC based computers and programs. Software Knowledge: Windows, MS Office, user familiarity of Windows OS and UNIX with experience in networking. DICOM experience a plus. Effort required: Physical Activities: With limited notice, travel via air and land to medical facilities throughout North America. Communicate regularly using telephone and computer. Some walking and lifting between 50 - 80 lbs. may be required. The noise level in the work environment is usually low to moderate. The physical demands described above are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Traits: Ability to communicate with supervisor in order to prioritize workload and determine priorities. Schedule must be flexible with high level of dedication. PERSONAL CHARACTERISTICS: Ability to establish and maintain professional working relationships with all levels of staff, clients, and the public. Detail oriented with the ability to work with minimum/no supervision. Ability to understand and follow verbal and written communication. Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives.

Created: 2024-11-30