Field Service Engineer ; Medical Device); Sacramento, CA Field

Haemonetics Field Service Engineer

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.

Responsibilities/Essential Duties:

• Experienced subject matter expert on servicing all Haemonetics product lines
• Mentor/train new hires and is consulted on challenging technical issues
• Excels with documentation, reporting and overall organization
• Produces superior metrics and KPI's
• Performs routine preventive maintenance and scheduled reactive service of equipment to minimize downtime
• Troubleshoots, diagnoses malfunction, replace faulty components
• Strong organizational skills and strict compliance with internal documentation – Scheduling, closing calls, expense reporting, time entry and parts inventory management.
• Professionally interacts with clients to assess their needs, address any concerns and provides technical support.
• Communicates progress and outcomes of service to internal and external stakeholders
• Demonstrates proactive and effective communication and engagement with customer.
• Utilizes time, service and support-tracking tools.
• Resolves and/or escalates issues in a timely manner.
• Adheres to and follows Haemonetics policies and procedures.
• Extensive travel is required. (75%) – Valid driver's license required
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education:

• Bachelor's Degree
  - Electrical, Biomedical or Mechanical Engineering preferred
• Technical Degree or Certificate
  - Electrical, Biomedical or Mechanical Engineering preferred
• 5-8 Years experience in repairing, or servicing of medical devices
• Mentorship and training of individuals
• IT and/or software troubleshooting experience
• Equivalent combination of education and experience

Skill:

• Strong technical knowledge in relevant engineering disciplines (electrical, mechanical, etc.)
• Excellent problem solving and analytical skills
• Strong communication and customer service skills
• Strong organizational skills for documentation and reporting
• Proficient with service software applications
• Ability to work independently and part of a team
• Demonstrated customer service skills
• Experience in a regulated environment

Essential Duties:

• Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territory
• Understand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement.
• Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting. Work as a continuous customer interface to drive customer satisfaction.
• Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals.
• Provide general technical direction and assistance to the customer in the operation, maintenance, repair, logistics support, and field modify implement and installation equipment.
• Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions.
• Assist the quality team with data collection and timely reporting to facilitate performance analysis.
• Understand how the assigned program integrates with system.
• Manage service parts inventory levels
• Complete all required documentation in service tool (SFDC) same day as service
• Responsible for editing, writing, and modifying Service and Training manuals and SOPs

Qualifications:

• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable…