Field Service Engineer - Arizona

About Comp-Ray

Comp Ray is a Medical Imaging Equipment distributor and Service Solutions provider.

Our mission is to provide the highest quality service and equipment in the medical imaging industry.

Our offering is built on four key strengths:
Leadership, Stability, Training, and Unparalleled customer service.

Comp Ray has a long history of servicing customers ranging in size from large hospital groups to the smallest private practice. Our customers are our highest priority.

For more than 40 years, Comp Ray has grown from an Arizona-centric medical imaging equipment service and sales organization to a multi-state, multi-office company with field service engineers and account managers servicing Arizona, New Mexico, Nevada, Colorado, Wyoming and west Texas.

Comp-Ray was acquired by Christie Innomed in 2022.

As a Field Service Employee, you will be instrumental in delivering high-quality service and support for Diagnostic Imaging equipment. You will be responsible for service delivery at both enterprise and individual levels across hospital sites within his territory. Your primary objective is to ensure customer satisfaction and service excellence, in full alignment with customer contractual obligations.

This is a field role, with a service territory that includes hospitals and medical clinics across Arizona.

Reporting to the Regional Service Manager, you will be responsible for the repair, maintenance, calibration, and installation of medical imaging diagnostic systems to ensure optimal performance and customer support.

Key Responsibilities:

• Provide direct technical service on assigned install base, including preventative maintenance, repair service, mandatory recalls, installation and calibration to factory and customer specification.
• Completion of all required documentation to meet government, business and audit requirements.
• Provide technical support outside of normal business hours and be available for on call as required.
• Manage repair parts as required to meet business targets.
• Maintain customer service logs and internal service records.
• Maintain timely communications with customers to ensure resolution and proper follow-up, leading to customer satisfaction.
• Maintain tools and test equipment properly and ensuring they are calibrated.
• Meet Quality Management System and Environment Health and Safety requirements.
• Utilize the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
• Participate in sales opportunities such as contract renewals and assist with promoting and implementing revenue programs.
• Integrate into the hospital culture and work in conjunction with existing hospital resources to optimize the service delivery.

Qualifications:

• Technical Diploma / Degree in Electronics, Mechanical or Biomedical Engineering or equivalent experience or training.
• Minimum of two years’ experience in Diagnostic Imaging Equipment Service.
• Proven track record of providing superior customer service and the ability to effectively communicate across multiple levels, both internally and externally.
• Excellent communication skills in English both written and verbal, with the ability to communicate complex technical issues in an easy-to-understand manner.
• Strong Technical and troubleshooting skills.
• Strong ability to execute independent judgment and ability to work independently of direct supervision.
• Experience responding effectively to customer concerns and interfacing with both internal team members and external customers as part of a solution-based service process.
• Must have a valid driver's license.
• Ability to be available after-hours and/or work a rotating on-call schedule, including weekends.

Additional Desired Requirements:

• Experience servicing Shimadzu and Fuji Diagnostic Imaging modalities.
• Previous experience servicing Diagnostic Imaging equipment such as Siemens, Philips, GE and Canon would be an asset.
• Demonstrated ability to manage difficult customer situations with excellence communications.
• Mechanical Aptitude and expertise with hand tools etc.
• Strong understanding of computers and networking technologies
• Proficient in using…