Customer Service Engineer

Role Overview

• Perform installation, corrective service, preventative maintenance, and modifications on defined equipment within IMRIS’s Intraoperative Surgical Theatres at customer sites with minimal supervision.
• Perform system installations per equipment specifications, installation protocols, customer configuration, and program schedule to ensure equipment functionality and delivery.
• Perform corrective service on existing customer systems upon customer complaint/product failure.
• Perform proactive maintenance per equipment specifications, customer configuration, and pre-defined schedule to ensure the availability of intraoperative imaging to customers and patients.
• Implement Field Action Plans/product modifications across the defined product line and customer base per protocol and established timeline.
• Create, update, and maintain service calls with customer reported problem, repair details, associated work activities, and part consumption within the IMRIS ERP system.
• Document and process complaint information per defined protocol.
• Complete all service and installation activities consistent with international quality standards.
• Comply with IMRIS’s Quality Management System; follow established procedures and complete required installation and service records for device history retention.
• Perform necessary administrative duties accurately and in full per defined standards.
• Provide field feedback, identify corrective and preventive measures, support process improvements, and implement Service project plans as needed.
• Align with the Service Methods Specialist and other CSE members to solve unique product failures and service issues.
• Support escalated customer situations; align with Service Management, Sales and Clinical Applications to resolve customer dissatisfaction.
• Build and maintain productive working relationships with customers, peers, and business partners.
• Develop, update, and maintain installation and service procedures, tools, and equipment.
• Assist, and/or lead as appropriate, Service activities and projects driven by business, functional, product or customer need both in the office and field settings.
• Manage schedule, time commitment, and deliverables amongst field service responsibilities.
• Support departmental goals and business objectives.

Requirements

• Minimum Associates Degree or equivalent technical training and experience; Bachelor of Science degree in Mechanical or Electronic Engineering is preferred.
• Experience with repairing, maintaining, and testing capital medical equipment; aptitude to troubleshoot, analyze and formulate solutions to complex problems.
• Strong mechanical and electronics/computer background is preferred.
• Prefer 3+ years of field service experience, as well as strong demonstrated customer service and communication skills.
• Must be proficient in the use of standard hand tools and service test equipment.
• Must be proficient with PC and various Microsoft Office applications.
• Strong customer relationship skills, build trust over time by producing results that match commitments.
• Adaptive and independent, eager to problem solve and succeed with new challenges; strong attention to detail.
• Ability to travel and provide service/field support in assigned geography and regionally within the US; ability to support international sites if/as requested.
• Willingness to participate in on-call rotation.
• Valid driver's license and good driving record required.
• Must be willing to work varying hours and up to approximately 30% overtime, as business needs dictate and change.
• Able to lift 50 pounds.
• Able to work in an MR healthcare environment.
• Must be able to pass drug testing to comply with hospital credentialing requirements for site access. This also includes random testing.

Tech Stack

• ERP

Benefits

• Health Insurance
• Dental Insurance
• 401(k) savings plus matching
• Flexible Spending Account
• Life Insurance
• Disability Insurance
• Vision Insurance
• Generous PTO
• Incentive bonus
• Paid Parental Leave