Imaging Service Engineer I - Boston, MA

FUJIFILM Cellular Dynamics, Inc is on a mission to innovate for a healthier world through cutting-edge healthcare solutions. The Imaging Service Engineer I is responsible for performing scheduled and unscheduled service work on imaging systems, ensuring customer satisfaction and compliance with regulatory requirements.

Responsibilities:

• Performs preventative maintenance as directed
• Performs unscheduled maintenance work with the assistance of technical support
• Is able to work independently on preventative maintenance work, but typically requires assistance on unscheduled maintenance work
• Performs installations and de-installations of products and a wide variety of peripheral equipment as directed with some assistance
• Must maintain excellent working relations with field personnel, home office personnel, and management
• Must maintain timely and effective communications with management team to escalate issues and customer concerns
• Performs the administrative duties associated with the job, including electronic expense reports, weekly timecards, electronic reporting functions such as work orders, service appointments, start times, parts inventory, consumption and returns, assigned computer-based training, and QA/RA work
• Keep up to date on administrative responsibilities such as maintaining customer service orders and internal service records per Fujifilm policies
• Maintain daily communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction
• Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving
• Ensures that all administrative duties and paperwork are completed neatly, accurately, and submitted promptly
• Must be prepared to work odd hours and overtime hours on occasion and travel as required
• Responsible for maintaining exceptional customer relations
• Responsible for maintenance of assigned tools/test equipment and spare parts
• Responsible to return parts in the required time frame
• Responsible to promote, both internal to the company and externally, the image and reputation of HCUS
• Performs other duties as assigned by the Area Service Manager
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards
• Comply with and pass all requirements for vendor credentialing as part of gaining access to hospitals and facilities to perform assigned job duties

Requirements:

• Associates degree in electrical engineering, electronics or computer science discipline, or equivalent experience
• Minimum one year of previous field service experience
• Knowledge of assigned equipment to provide timely repair and effective maintenance
• Requires active listening skills and above average customer service skills
• Requires sound organization and administrative skills, self-starter a must along with ability to maintain paperwork to FDA and company required standards
• Excellent analytical and communication skills with the ability to communicate technical issues in an easy-to-understand manner
• Capable of operating test equipment related to job (oscilloscope, meter, and diagnostic testers, etc.)
• Valid driver's license and safe driving record
• Must have valid driver's license with a safe driving record
• Must possess good interpersonal skills
• Must be reliable and able to work independently
• Must project a professional image