Field Services Engineer

Position Responsibilities

The Field Service Engineer (FSE) will create/execute resources and programs to continuously improve the satisfaction and loyalty of Spectrum Dynamics’ existing and future customers, and provide excellent field service support for DSPECT® and VERITON-CT®. The FSE will also have direct input to the Director of Service, Operations, and the engineering teams. This input is critical to further enhance product reliability, operability, and serviceability on a global basis. Among other things, the FSE’s role will require him/her to:

• Provide onsite and remote support for break-fix issues related to software, hardware, and IT, and their clinical applications.
• Execute new system installations, field upgrades, and preventive maintenance for the company’s range of products.
• Take personal ownership of the customer experience. Facilitate customer satisfaction through identification of any concerns and initiation of problem resolution and escalation.
• Identify and make any necessary independent decisions on who to engage to obtain requisite resources for problem resolution in a timely fashion.
• Directly communicate and build rapport with customers as required. Follow up directly with customers to ensure that all issues are resolved.
• Support new product introductions and first of kind installations.
• Provide status reporting to internal/external customer support teams.
• Participate as a technical resource and/or customer advocate as needed.
• Work collaboratively with the assigned sales and application professionals in addressing and resolving customer satisfaction issues, and/or implementing sales and service solutions to meet customer needs to drive revenue for the company.
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, and processes.
• Report to the Director of Service.

Experiences, Knowledge, Skills and Abilities

• B.Sc. in Biomedical Engineering or Electrical Engineering (or equivalent education) preferred.
• Experience servicing and troubleshooting Industrial equipment.
• 3 years of experience servicing/installing medical imaging equipment (CT or PET, while Nuclear equipment is preferred).
• Significant skills and qualifications with handling computers, software installations and upgrades, and electronic-mechanic assembly.
• Ability to work independently.
• Willingness to travel in order to support other locations in the US and abroad.
• Strong sense of customer service with excellent interpersonal skills.
• Anything else that managers deem necessary to assign in order to support the company’s mission, vision, and values.