About the Role
Job Description Summary Third-party ISO is looking for a Philips/Siemens Diagnostic Imaging Field Service Engineer (FSE) located in or willing to re-locate to the Dallas/Ft. Worth area. The FSE provides frontline support by resolving customers' concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and verifications of the performance of complex and intricate diagnostic imaging equipment while providing regular communications to internal and external customers. This position responds to and resolves all service-related issues primarily within an assigned territory and requires timely travel response to the customers site location. Essential Job Functions & Responsibilities Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessaryCommunicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closureEnsures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive mannerUses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accuratelyConsults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Avante Escalation ProcedureTravels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership directionResolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specificationsGenerates system sales leads and communicates those leads back to sales teamTrains and disseminates knowledge to the rest of the organization regarding equipmentParticipates in the on-call rotation schedule for after-hours technical support callsComplies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management SystemDemonstrates success and a passion for servicing and learning new technologies which generally incudes training opportunities in Avante supported modalities and system modelsIdentifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiencyWorks professionally, respectfully, and efficiently with all levels within the organizationAdheres to all company employment policies and safe practicesPerforms other duties as assigned Experience/Training/Education Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experienceCV/ CT diagnostic imaging equipment troubleshooting and repair experience desiredAdvance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus Other Qualifications: Travel to customer site will include 50-75 percent of work; must be willing and able to travel by all modes of transportation and have a valid drivers license and Motor Vehicle Record meeting company requirements and guidelinesProficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plusExcellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendorsAbility to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardizationFrequently required to lift, carry, or otherwise move up to 100 lbs while working with medical equipmentFrequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment POSITION COMPENSATION AND BENEFITS Flexible work scheduleExempt (Salaried) position; salary range commensurate with experienceCompany-sponsored benefits, including medical, dental, vision, life, disability, and 401kPaid time off and company-paid holidays Special Requirements Will need to travel 85 percentDriving record that is insurable