Field Service Engineer

Field Service EngineerThe Field Service Engineer (FSE) provides frontline support by resolving customers' concerns and issues through technical expertise and troubleshooting. The FSE inspects, troubleshoots, repairs, calibrates, and verifies the performance of complex and intricate diagnostic imaging equipment while providing regular communications to Avante Health Solutions team members and 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.Essential Job Functions & ResponsibilitiesServes 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 necessaryCommunicates with Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closureEnsures 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 manorUses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accuratelyConsults by phone, Teams, and e-mail with Regional Service Manager, Regional Service Lead, 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 ProcedureTravels 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) specificationsGenerates system sales leads and communicates those leads back to sales teamTrains and disseminates knowledge to the rest of the organization regarding equipmentParticipates in the on-call rotation schedule for after-hours technical support callsComplies with policies, guidelines, and regulatory requirements per ISO:13485 2016 standards and the Company's Quality Management SystemAccepts the FSE role supersedes other designations and includes travel by all modes, and collaboratively follows the chain of commandDemonstrates success and a passion for servicing and learning new technologies which generally includes training opportunities in Avante supported modalities and system modelsIdentifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiencyWorks professionally, respectfully, and efficiently with all levels within the organizationAdheres to all company employment policies and safe practicesPerforms other duties as assignedExperience/Training/EducationAssociate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience2 to 4 years of medical linear accelerator and/or medical diagnostic imaging troubleshooting and repair experience required; 1-3 additional years of Linac and/or diagnostic imaging field service repair experience preferredAbove average troubleshooting knowledge of any combination multi-OEM/multi-modality (Linac, Cath/Angio, CT, MRI, NucMed, and/or Ultrasound systems) a plusPosition RequirementsA cover letter and resume are required to apply for this position.In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.Work remotely from home-based locationTravel to customer site will include 50-75 percent of workMust be ready, willing, and able to travel by all modes of transportation and have a valid driver's license, and Motor Vehicle Record meeting company requirements and guidelinesDriving record that is insurableKnowledge/Skills/Abilities GeneralExceptionally strong analytical and problem-solving skillsStrong ability to communicate, strategize, implement and retain effective business relationshipsExceptional ability to speak and write effectively in a business environmentAbility to maintain an elevated level of accuracy in preparing and entering dataSuperb time management and organizational skills with the ability to meet regular and frequent deadlinesAttention to detail requiredAbility to work well as a team memberMust demonstrate sound work ethic, flexibility, respectfulness, honesty, and trustworthinessMust also be punctual and dependableMust possess cultural awareness and sensitivityMust be attentive to company goals, timelines, and individual responsibilities to reach those as a teamTechnicalRequires knowledge and understanding of oncology and/or diagnostic imaging equipmentRequires utilizing precision tools to troubleshoot, diagnose, and repair oncology and/or diagnostic imaging systems and partsAbility to follow written technical directions, read and understand technical drawings, correlate technical documentation and/or instruction to system function and performanceEffective 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 productivityCommunicationAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manualsAbility to write effective, collaborative correspondenceCapacity to read through policies, reporting, and compliance requirementsAbility to speak effectively with customers and employees of the organizationAbility 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 communicationsMath & ReasoningAbility to define problems, collect data, establish facts, and draw valid conclusionsAbility to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with several abstract and concrete variablesAbility to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, and volume; ability to apply algebraic conceptsAbility to manage multiple projects simultaneously and willingness to adapt to change and take initiativePhysical and Environmental Elements Physical DemandsAbility to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipmentCapacity to reach with hands and arms for at least 1/2 of the normal work shiftAbility to climb stairs, lift, carry, or otherwise move up to 100 lbs while working with medical equipmentAbility to talk or hear continuouslyAbility 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 shiftWork EnvironmentPosition 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 heatThere 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 levelsThe 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, some carcinogenic materials (slip ring dust, depleted uranium in Linac jaws, etc.