Field Service Engineer

Diagnostic Imaging Field Service Engineer (FSE)

Avante Health Solutions is looking for a Diagnostic Imaging Field Service Engineer (FSE) located in or willing to re-locate to the Washington DC 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. The FSE position is a remote position that does not require daily or regular attendance at an Avante Company office; it is a work from home dispatched position.

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 necessary
• Communicates 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 closure
• Ensures 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 manner
• Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
• Consults 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 Procedure
• Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction
• Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM (Original Equipment Manufacturers) specifications
• Generates system sales leads and communicates those leads back to sales team
• Trains and disseminates knowledge to the rest of the organization regarding equipment
• Participates in the on-call rotation schedule for after-hours technical support calls
• Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System
• Demonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system models
• Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
• Works professionally, respectfully, and efficiently with all levels within the organization
• Adheres to all company employment policies and safe practices
• Performs 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 experience required
• Minimum of Six years of Philips/Siemens CV/ CT diagnostic imaging equipment troubleshooting and repair experience preferred
• Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus

Special Requirements

• A cover letter and resume are required to apply for this position.
• To service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
• Travel to customer sites will include 50-75 percent of work; must be willing and able to travel by all modes of transportation
• Must have a valid driver's license and Motor Vehicle Record meeting company requirements and guidelines

Knowledge/Skills/Abilities General

• Exceptionally strong analytical and problem-solving skills
• Strong ability to communicate, strategize, implement, and retain effective business relationships
• Exceptional ability to speak and write effectively in a business environment
• Ability to maintain an elevated level of accuracy in preparing and entering data
• Superb time management and organizational skills with the ability to meet regular and frequent deadlines
• Attention to detail required
• Ability to work well as a team member
• Must demonstrate sound work ethic, flexibility, respectfulness, honesty, and trustworthiness
• Must be punctual and dependable
• Must possess cultural awareness and sensitivity
• Must be attentive to company goals, timelines, and individual responsibilities to reach those as a team

Technical

• Requires knowledge and understanding of ultrasound equipment
• Requires utilizing tools and test equipment to troubleshoot, diagnose, and repair ultrasound systems and parts
• Ability to follow written technical directions, read, and understand technical drawings, correlate technical documentation and/or instruction to system function and performance
• Effective use of Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Excel, Teams; ability to use and understand Enterprise Resource Planning (ERP) software and to use or learn specific software needed to improved productivity

Communication

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, service manuals, and procedure manuals
• Ability to write effective, collaborative correspondence
• Capacity to read through policies, reporting, and compliance requirements
• Ability to speak effectively with customers and employees within the organization
• Ability to use multiple forms of communication such as e-mail, text, MS Teams, virtual conferencing, Phone, etc. and to understand the method for highest priority or informational communications

Math & Reasoning

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with several abstract and concrete variables
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, and volume; ability to apply algebraic concepts
• Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative

Physical and Environmental Elements Physical Demands

• Ability to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment
• Capacity to reach with hands and arms for at least 1/2 of the normal work shift
• Ability to climb stairs, lift, carry, or otherwise move up to 50 lbs. while working with medical equipment
• Ability to talk or hear continuously
• Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)
• Finger dexterity is required frequently for over 3/4 of the normal work shift

Work Environment

• Position is typically performed remotely on customer site with moderate noise levels (examples: hospitals; physician practices, etc.); however, may interact with the production/warehouse environment where temperatures are subject to outdoor conditions in terms of cold and heat
• There is exposure to large medical equipment and parts, heavy machinery, and high-voltage electricity, various tools, and equipment, as well as forklift operations and corresponding noise levels
• The position will also be subject to an environment of periods of ionizing radiation, high magnetic field, RF (Radio Frequency) signal emissions, high voltages (floating and ground referenced), Inert gasses (i.e.; Helium, Nitrogen, SF6-Sulfur Hexafluoride), Cryogenic Liquids (Helium, Nitrogen), possible biohazards on equipment (excrement, blood, etc. in a patient environment), possible situations of communicable diseases as working in a hospital and/or patient treatment environment

Company Culture

Avante Health Solutions is committed to a respectful and purposeful work environment; this includes each team member taking responsibility for the greater good of the company and its goal to provide exceptional products and services and creating a sustainable future for the company and its employees. Each team member is expected to strive for excellence in all aspects of their work, as well as actively engage in productive work.