Imaging Service Engineer - Milwaukee​/Madison, WI​/Chicago, IL

Position Overview

An Imaging Service Engineer I is responsible for performing scheduled service work on systems within a service area, and some unscheduled work in the service area with the assistance of technical support, as directed by the Area Service Manager.

• Performs preventative maintenance as directed.
• Performs unscheduled maintenance work with the assistance of technical support.
• Works 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.
• Maintains excellent working relations with field personnel, home office personnel, and management.
• Maintains timely and effective communications with management to escape issues and customer concerns, performing 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.
• Maintains daily communications with customers to ensure resolution and proper follow‑up, leading to customer satisfaction.
• Utilizes the escalation process to resolve customer service delivery issues and conducts root cause analysis that will lead to effective problem solving.
• Ensures that all administrative duties and paperwork are completed neatly, accurately, and submitted promptly.
• Prepared to work odd hours and overtime on occasion and travel as required.
• Responsible for maintaining exceptional customer relations.
• Responsible for maintenance of assigned tools/test equipment and spare parts.
• Returns parts in the required time frame.
• Promotes, both internally and externally, the image and reputation of HCUS.
• Performs other duties as assigned by the Area Service Manager.
• Complies 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.
• Complies with and passes all requirements for vendor credentialing to gain access to hospitals and facilities to perform assigned job duties.

• Associate’s degree in electrical engineering, electronics, 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.
• Active listening skills and above average customer service skills.
• Sound organization and administrative skills, self‑starter essential and 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 the job (oscilloscope, meter, diagnostic testers, etc.).
• Valid driver’s license and safe driving record.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position typically works in usual medical, clinical working environments, including sites under construction.

• Standing/Walking:
  This activity occurs frequently and prolonged/repetitively.
• Sitting:
  This activity occurs frequently and prolonged/repetitively. Including when driving to customer sites and/or flying.
• Lifting/Carrying:
  This activity occurs infrequently and periodic with light hand tools, a tool bag, cabinet covers weighing from 1–20 lbs., diagnostic test equipment weighing 5–60 lbs., fluid testing container weighing 30 lbs., and replacement…