Remote Customer Service Engineer

Overview

As a leader in image guidance solutions, IMRIS Imaging, Inc. provides optimized, fully integrated image-guided therapy environments that address the important needs of patients, clinicians, and hospitals by delivering timely MRI and imaging data to clinicians for use during surgical or interventional procedures. The IMRIS Surgical Theatre enables intraoperative imaging directly within operating rooms. The Company also designs and manufactures proprietary head fixation devices, imaging coils and OR tables for use in this unique and multifunctional intraoperative environment. It is estimated that over 70,000 patients have benefited from lifesaving or life-extending procedures performed in an IMRIS Surgical Theatre. IMRIS will continue to integrate new intraoperative imaging technologies and shape the future of neurosurgery in operating rooms worldwide.

We are currently searching for a Customer Service Engineer to join our Customer Service Team. The Customer Service Engineer (CSE) is a field-based, customer-facing role responsible for the installation, service, maintenance and modification of IMRIS’s intraoperative imaging theatres at customer sites. The CSE applies technical acumen to deliver customer satisfaction while meeting corporate and financial objectives and service opportunities. This role supports and interacts with Customer Service, Clinical Applications, Manufacturing Operations, R&D, and QA/RA functions. The CSE is responsible for managing customer experiences and vendor/OEM relationships. This position requires excellent technical and interpersonal skills in order to solve unique problems and achieve mutual goals.

Please note: There is no relocation offered for this role. Because of the concentration of customers we support in these regions, we prefer candidates based in the metropolitan areas of Indianapolis, Cleveland, Columbus, Detroit, Pittsburgh, Philadelphia, or Chicago .

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform installation, corrective service, preventative maintenance, and modifications on defined equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision.


• Perform system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery.


• Perform corrective service on existing customer systems upon customer complaint/product failure.


• Perform proactive maintenance per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients.


• Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline.


• Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system. Document and process complaint information per defined protocol.


• Complete all service and installation activities consistent with international quality standards. Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention.


• Perform necessary administrative duties accurately and in full per defined standards.


• Provide field feedback, identify corrective and preventive measures, support process improvements, and implement Service project plans as needed.


• Align with the Service Methods Specialist and other CSE members to solve unique product failures and service issues.


• Support escalated customer situations; align with Service Management, Sales and Clinical Applications to resolve customer dissatisfaction.


• Build and maintain productive working relationships with customers, peers, and business partners.


• Develop, update, and maintain installation and service procedures, tools, and equipment.


• Assist, and/or lead as appropriate, Service activities and projects driven by business, functional, product or customer need both in the office and field settings. Manage schedule, time commitment, and deliverables amongst field service responsibilities.


• Support departmental goals and business objectives.


• Required overnight travel for on-site customer service of approximately 60-70%; remaining time to be split between office and home (office) to fulfill job responsibilities as defined above.

SUPERVISION RECEIVED AND EXERCISED

• Works under the supervision of the Director/Manager of Customer Service.


• This position does not supervise other employees.


• This position requires moderate supervision.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS

• Minimum Associates Degree or equivalent technical training and experience; Bachelor of Science degree in Mechanical or Electronic Engineering is preferred.


• Experience with repairing, maintaining, and testing capital medical equipment; aptitude to troubleshoot, analyze and formulate solutions to complex problems. Strong mechanical and electronics/computer background is preferred.


• Prefer 3+ years of field service experience, as well as strong demonstrated customer service and communication skills.


• Must be proficient in the use of standard hand tools and service test equipment.


• Must be proficient with PC and various Microsoft Office applications.


• Able to work both individually and in an established team setting.


• Strong customer relationship skills, build trust over time by producing results that match commitments.


• Adaptive and independent, eager to problem solve and succeed with new challenges; strong attention to detail.


• Ability to travel and provide service/field support in assigned geography and regionally within the US; ability to support international sites if/as requested. Willingness to participate in on-call rotation.


• Valid driver's license and good driving record required.


• Must be willing to work varying hours and up to approximately 30% overtime, as business needs dictate and change.


• Able to lift 50 pounds.


• Able to work in an MR healthcare environment.


• Must be able to pass drug testing to comply with hospital credentialing requirements for site access. This also includes random testing.

IMRIS offers a competitive & comprehensive benefits package that includes:

• Health Insurance


• Dental Insurance


• 401(k) savings plus matching


• Flexible Spending Account


• Life Insurance


• Disability Insurance


• Vision Insurance


• Generous PTO 


• Incentive bonus


• Paid Parental Leave

Compensation Disclaimer

The actual rate of pay offered within this range may depend on several factors, such as skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.

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