Senior Field Service Engineer

Role Overview

• Provides technical support to customers, the education department, and the sales force at the highest service level possible.
• Answers questions, troubleshoots equipment issues, performs upgrades, plus onsite preventative maintenance, and repair.
• Supports the management of warranties, spare parts, and the scheduling of onsite service.
• Is accountable for providing professional, accurate and meaningful advice when interacting with internal and external customers.
• Works closely with cross functional peers to ensure uniformity in procedures, technology, and compliance to company policy.

Requirements

• Bachelor’s degree in a technical field with 10 years’ experience in medical device field service; or 12 years’ experience in medical device field service or support.
• Experience working on robotics, ultrasound, or imaging type equipment
• Experience or training in a medical setting, familiarity interacting with hospital staff.
• Working knowledge of multi-disciplinary systems (SW, HW, Mechanics & Algorithms).
• Responds to customers within 60 minutes of initial call (Microsoft Teams) or e-mail US only.
• OUS 24 hours to respond.
• Respond to in site needs within 4 days US and 7 Days OUS.
• This includes scheduling partners abroad to perform tasks as needed.
• A willingness to travel at times on short notice.
• Performs trouble shooting for the customer over the phone.
• Work with the team to create a service request or service order.
• Provides FAQ Support and updates FAQ listings online.
• Provide field support as required.
• Support and assist in scheduling technical service activities.
• As needed initiate customer returns and assist getting items back to HistoSonics for analysis.
• Other Duties as assigned.

Benefits

• health, dental, and vision insurance
• life, short-term and long-term disability insurance
• 401(k)
• paid time off
• equal opportunity employer