Field Service Specialist

Role Description

The Field Service Technician is a key customer-facing position that represents the Vantive brand in clinical and hospital settings. This position manages an assigned territory and travels to perform installation, repair, preventative maintenance, training, and other services on a variety of electro-mechanical medical devices. Field Technicians are hands-on and enjoy solving advanced technical problems, interacting with customers, applying attention to detail, working autonomously, variation in their work, and traveling. This position focuses on providing a positive customer experience, strong communication, and ensuring all service needs are met in a quality and timely manner.

Essential Roles and Responsibilities

• Perform installation, calibration, preventive maintenance, and repairs on a wide range of electro-mechanical medical equipment, ensuring compliance with SLAs, quality standards, and safety protocols.
• Diagnose and resolve equipment failures, identifying root causes and implementing corrective actions using analytical and technical skills.
• Manage service territory by scheduling service calls, preventive maintenance, and travel efficiently to meet SLA commitments.
• Maintain accurate documentation of service activities, maintenance records, and inventory transactions; ensure test equipment is calibrated and functioning properly.
• Plan and order necessary parts for service and maintenance, maintaining proper inventory control.
• Provide training and guidance to customer personnel on equipment operation, maintenance procedures, and inspection techniques.
• Communicate effectively with customers regarding service status, arrival times, and issue resolution to maintain strong relationships and customer satisfaction.
• Represent the company professionally through positive attitude, appearance, and engagement with customers and colleagues.
• Mentor and support other service technicians; contribute to departmental meetings, training events, and knowledge sharing through troubleshooting guides and best practices.
• Contribute to team and organizational success by mentoring peers, sharing best practices, recommending service improvements, and keeping leadership informed of operational needs and challenges.
• Participate in installation projects, field actions, and assigned initiatives; may lead projects as needed.
• Ensure proper handling of delicate components and adherence to hospital regulations and environmental, health, and safety policies.
• Manage travel to clinical and stakeholder sites for technical support, training, and meetings.
• Demonstrate interpersonal skills that embrace Vantive’s cultural values of Care, Own it, Trust, and Innovate.
• Perform other duties as assigned.

Qualifications

• Experienced in biomedical engineering, including installation, maintenance, and repair of medical devices.
• Ability to diagnose issues, perform mechanical adjustments, and apply independent judgment to resolve complex equipment problems in compliance with safety and regulatory standards.
• Demonstrated ability to work independently to effectively manage assigned territory.
• Strong interpersonal skills with the ability to maintain a high level of professional and courteous conduct with peers, internal and external customers.
• Excellent verbal and written communication skills required.
• Proficiency in Microsoft Office tools (Outlook, Word, Excel, Visio, Project, PowerPoint).
• Able to work in healthcare environments while adhering to PPE protocols (e.g., gowning, mask).
• Meet the physical demands of the role including standing, kneeling, bending, and regularly lifting up to 50 lbs, with occasional heavier lifting using appropriate aids.
• Ability to travel 50-75%, including overnight stays; willingness to drive long distances or fly as required.
• Valid driver’s license required.
• Demonstrates alignment with Vantive’s cultural values: Care, Own it, Trust, and Innovate.

Requirements

• Associate’s degree or higher in Biomedical Engineering, Electrical/Electronic Engineering, Computer Science, or a related technical field OR associate’s degree or higher in a non-related field with 3+ years of electro-mechanical troubleshooting experience.
• Biomedical Engineering Technology (BMET) certification with 3+ years of electro-mechanical troubleshooting experience.
• Completion of a U.S. military electrical or electrical biomedical equipment technology program.
• Previous field service experience is strongly preferred.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Health and well-being benefits include medical, dental, and vision coverage that start on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Financial and retirement benefits including Vantive’s 401(k) retirement savings plan.
• Flexible Spending Accounts and educational assistance programs.
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
• Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information.