Field Service Technician - Cleveland, OH

Job Title

Federal Applicant Rights - English

Federal Applicant Rights - Spanish

Essential Responsibilities

• Identifies, analyzes, and executes required service orders including repairs, planned maintenance, and installations in assigned service territory.
• Understands company service contracts and ensures maintenance and services are performed according to those plans if in place.
• Follows all relevant technical procedures per QSR requirements.
• Provides consistent on-going support to key customers through technical phone support, product installation, and service support to customers in the field.
• Provides product feedback on any issues/trends observed in the field and assists in developing solutions.
• Reports any observed deviations from established product quality standards and specifications to appropriate in house team members.
• Reports any delays in providing scheduled service to the Supervisor, Field Service for escalation.
• Ensures all necessary paperwork, emails, vendor credentialing, expense reports, and training are accurate and up to date; likewise, ensures tools, supplies, parts, etc. are well maintained and fully stocked.
• Reports all complaints discovered in the field according to quality system requirements.
• Attends product specific training when required.
• Promotes acquisition of service agreements by advising customers on the range of services available.

Supervisory Responsibility This position is as an individual contributor and has no direct supervisory responsibility.

Work Environment This position operates in a professional healthcare environment and routinely uses office and technical equipment typical of similar positions.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, prolonged periods of sitting at a desk and standing to service equipment are routinely required. Also typical of this position is the needed ability to lift up to 30 pounds at times.

Position Type and Expected Hours of Work This is a full-time position. Our hours of operation are Monday through Friday, 8:30 a.m. to 5 p.m.; however, work outside those hours may be required as job duties demand, including some work on weekends.

Travel This position requires extensive travel in conjunction with field service demands as well as to trade shows, courses, and key customer accounts. Some international travel may be included in this position as training needs dictate. The rate of travel is up to 75%.

Required Education and Experience

• A technical degree or higher level of education in electronics or related field required.
• Minimum 5+ years' technical experience with increasing responsibility required; experience must be in medical device or other related healthcare industry (i.e., hospital biomedical engineer).
• Considerable experience with field service work required.

Position Requirements

• Must have demonstrated communications skills, both verbal and written, as well as excellent facilitation skills.
• Must possess strong analytical skills and the ability to communicate complex information effectively; strong interpersonal skills are needed to facilitate problem resolution.
• Must be a licensed driver, in good standing, and have a satisfactory driving record.
• Excellent time management skills with a proven ability to meet deadlines required.
• Ability to prioritize tasks and to delegate them when appropriate.
• Must be able to work independently with minimal direction.
• Demonstrated excellent computer skills required; strong preference for those with a high degree of proficiency with Microsoft Office products. Proficiency with service-related or inventory control software required.

Competencies

• Problem Solving/Analysis.
• Results Driven.
• Detail Orientation.
• Customer Focus.
• Technical Capacity.
• Communication Proficiency.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

At-Will Employment This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.