Field Service Engineer

Overview

Position: Field Service Engineer Location: Detroit, MI Job : 878 # of Openings: 1

The Field Service Engineer (FSE) provides frontline support by resolving customers' concerns and issues through technical expertise and troubleshooting. The FSE inspects, troubleshoots, repairs, calibrates, and verifies the performance of complex imaging equipment while providing regular communications to Avante Health Solutions team members and customers. This position responds to and resolves all service-related issues primarily within an assigned territory and requires timely travel to the customer site.

The FSE position is remote with no requirement for daily or regular attendance at an Avante office. This is a work-from-home dispatched position.

The identification of Essential Job Functions does not display an exhaustive list of duties, nor does it restrict related work that may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serves as primary onsite support engineer for all customers within the assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
• Communicates with Service Support team to receive and provide detailed follow-up information regarding new service calls, follows up on open calls, and brings issues to closure
• Ensures company values are upheld in all customer communications and the highest level of customer service is provided; represents Avante in a professional and positive manner
• Uses critical thinking to resolve issues within defined procedures to identify appropriate action to repair equipment rapidly and accurately
• Consults by phone, Teams, and e-mail with Regional Service Director, Area Service Manager, and technical staff to communicate information regarding system troubleshooting, diagnosing the problem, and determining best practice to resolve issues
• Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and performs other duties as required by contract or leadership direction
• Resolves system and component issues by reloading software and replacing hardware to maximize equipment performance to OEM specifications
• Generates system sales leads and communicates those leads back to the sales team
• Trains and disseminates knowledge to the organization regarding equipment
• Participates in the on-call rotation schedule for after-hours technical support calls
• Complies with policies, guidelines, and regulatory requirements per ISO: standards and the Company's Quality Management System
• Accepts the FSE role and travel by all modes, following the chain of command
• Demonstrates a passion for servicing and learning new technologies, including training opportunities in Avante-supported modalities and system models
• Identifies opportunities to improve processes and offers applications and solutions to promote optimal efficiency
• Works professionally with all levels within the organization
• Adheres to all company employment policies and safe practices
• Performs other duties as assigned

• Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• 2 to 4 years of ultrasound and/or medical diagnostic imaging troubleshooting and repair experience required
• Above-average troubleshooting knowledge of any combination of multi-OEM/multi-modality

• General:
  Strong analytical and problem-solving skills; excellent communication; ability to work in a team; high accuracy and attention to detail; strong time-management and organizational skills; dependable and ethical work conduct
• Technical:
  Knowledge of oncology and/or diagnostic imaging equipment; ability to follow written technical directions; proficiency with MS Office (Outlook, Word, Excel, Teams) and ERP software
• Communication:
  Ability to read and interpret safety rules and operating manuals; ability to write and speak effectively with customers and employees
• Math & Reasoning:
  Ability to define problems, collect data, and draw valid conclusions; ability to manage multiple projects and adapt to change

• Physical Demands:
  Ability to bend, crouch, kneel, climb, and maneuver; capacity to reach with hands and arms; ability to lift up to 100 lbs; good vision and dexterity
• Work Environment:
  Primarily remote with customer-site visits; exposure to hospital environments and medical equipment; potential exposure to high voltages, RF, and other hazardous conditions

• Travel to customer sites will include 50-75 percent of work; valid driver’s license, passport, and acceptable Motor Vehicle Record required
• Willingness to travel by all modes of transportation as needed

Avante Health Solutions is an Equal Opportunity…