Field Service Engineer II; Birmingham, AL

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$34.00/hr - $40.00/hr

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A FSE II, reporting to Field Service Management will be responsible for the installation, preventative maintenance, troubleshooting, and repairs of the Tablo Dialysis System.

The FSE will interface professionally with Clinical Staff as well as our patients and will be one of the key faces of Outset. The FSE will provide exceptional customer support and should be able to apply basic engineering theory to accurately diagnose issues, understand root causes, and apply appropriate solutions. The FSE will assist Production and Engineering when needed and as the service schedule allows.

They will additionally provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary. The Field Service Engineer will also supply feedback to R&D regarding system performance, serviceability improvements as well as customer feedback. They may also be asked to help develop training or service manual materials as time permits.

They will be responsible to properly document all activities and jobs performed in accordance with Outset’s Quality Management System policies and procedures. The FSE will also manage and maintain Outset’s assets (tools, equipment, and trunk inventory) in accordance with those same policies and procedures. The FSE should expect to travel within the United States up to 50% of the time initially with the potential for worldwide travel as the company grows.

Essential Job Functions

• Provide on demand first and second level technical support to customers including after-hours phone support, holiday and weekend on-site support as required.
• Install, troubleshoot and repair Tablo Dialysis Systems at customer facilities or patient’s homes. Must have strong knowledge of electronic, mechanical, and fluids components.
• Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
• Become a technical subject matter expert on the Tablo product.
• Ability to address and resolve customer issues and escalations.
• Complete all field service and expense reports according to functional standards.
• Support Marketing and Sales for seminars, trade shows, or demonstrations as required.
• Provide detailed feedback to R&D regarding performance, serviceability, and customer comments.
• Support the development of training and service materials.
• Accurately document all service activities, maintain spares inventory, and provide parts usage and failures within the ERP system.
• Ability to travel up to 50% of the time.
• Availability to travel overnight when needed.
• Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
• Excellent communication skills with the ability to interact with customers, patients, and internal personnel.
• Manage and maintain company assets required to perform all necessary job functions.

Required Qualifications:

• Must have valid driver’s license and good driving record.
• Must have access to a personal vehicle.
• Ability to charge travel expenses on a personal credit card to be reimbursed by company.

Preferred Qualifications:

• Associates degree (Electrical, Electronics, Mechanical or Fluidics) strongly preferred or military equivalent.
• 2+ years Field Service experience in the Medical Equipment Industry preferred but not required.
• Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams and flowcharts.
• Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
• Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and…