Field Service Engineer
We are working closely with an Oxford headquartered medical imaging company, looking to revolutionise the 3D x-ray market with at point-of-use technology. They are growing rapidly across UK, Europe and in the US.
Currently searching for a Field Service Engineer to join their Operations Department. The role would be responsible for expert product support to the client’s customers both remotely and in person. You will be supporting product installations and service visits across the US.
Responsibilities:
- Provide expert product support within agreed SLAs. Support is to be delivered remotely (via phone/email/VoIP) or in person in the field (at customer sites or commercial events)
- Support product installations and service visits for customers across the US, dealing with customer product queries. This will include travel throughout the US on a regular basis and will include manual handling of our equipment (c. 55 lbs)
- Provide training to third-party distribution engineers and service partners so that they can install products and provide first and second-line support
- Maintain accurate service records and documentation for FDA and State regulatory compliance, as well as all internal QMS requirements
- Follow and help improve work instructions and documentation to allow products to be installed, serviced and repaired efficiently
- Acting as a source of functional expertise collaborating with colleagues across the company to provide expert guidance to customers and distributors in relation to our products
- Identify any re-occurring issues and provide reports to operations, product and engineering teams for root cause analysis
- Identify and recommend process and efficiency improvements
- Understand and debug electrical, electronic, mechanical and software issues
- Adhere to company data management procedures, analysing data, documenting and reporting results under 13485 Medical Device Regulatory Control Environment
Requirements
Skills & Qualifications
- Educated to an undergraduate degree level in Engineering, or equivalent experience
- Multi-disciplinary engineer with skills to understand and debug electrical, electronic, mechanical and software systems
- Advantageous to have knowledge of electrical/electronic work packages, as well as cable diagrams
- Ability to replace defective components
- Proficiency with diagnostic test equipment
- Excellent customer facing skills with the ability to build strong customer relationships ensuring good communication for customer interaction and technical reporting
- Takes accountability for the delivery of their own work and supports colleagues to deliver shared company objectives
- Proactive, collaborative and results-driven approach with the ability to identify and troubleshoot potential problems to their successful resolution
- Ability to work independently and manage multiple service calls efficiently
- Self-motivated, able to manage workloads and prioritise with minimal supervision
- Flexibility to work irregular hours including on-call duties and weekend coverage
Experience
- Working in a regulated industry where quality control is critical
- Hands on experience with installation, calibration and preventative maintenance of imaging systems in hospital and clinical environments
- Strong background in electromechanical troubleshooting
- Providing written and verbal technical reports to stakeholders
- Servicing of Medical / Imaging equipment would be advantageous