Field Service Engineer - Medical Imaging Equipment - Digirad Corporation

POSITION SUMMARY:

This is a mid-level Medical Imaging Equipment Field Service Engineer position that requires some previous experience with installation, repair and maintenance on medical equipment.� The focus is learning how to repair and install Digirad imaging systems to specifications and exceed customer expectations.� The FSE will work independently as well as in a team environment.� They will attend factory-training classes and through assistance of more senior FSEs, will apply lessons learned for continued experience and OJT.� The FSE will begin by assisting in service repair, preventative maintenance, and installations.� Must work towards rapid progress in the knowledge of Digirad products and the ability to resolve routine technical problems quickly. ??

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RESPONSIBILITY / AUTHORITY ASSIGNMENT:

In the absence of the Field Service Engineer, the Team Lead is responsible for decisions in assigned territory.� The Team Lead provides backup of the Field Service Engineer in his/her absence.

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ESSENTIAL FUNCTIONS:����������

To perform this job successfully an individual must be able to perform each essential function satisfactorily.

1.� Comply with established company policies and procedures, objectives, quality assurance program, safety and environmental standards.

2.� Customer Satisfaction

• Learn best practices in customer satisfaction and soft skills through training on customer satisfaction expectations and mentoring with the Team.
• Develop high levels of customer issue ownership and a high sense of urgency on all customer related issues.
• Develop a high level of customer trust and credibility by following the company Say/Do philosophy. Will set customer expectations by working individually or with the team to meet or exceed those expectations

3.� Technical Learning

• Attend formal factory training classes.
• Work with the team, Team Lead and Field TSE to learn to troubleshoot, diagnose, install, maintain, calibrate, and repair Digirad Systems in an imaging department environment.
• Perform software installations, upgrades and computer connectivity with OJT and individually as trained.
• Performs and tracks preventative maintenance for the systems in the assigned territory.

4.� Teamwork

• Work with the Field Service High Performing Team to understand the teamwork concept and to show initiative in teamwork for both customer issues as well as business metrics.

5.� Compliance

• Responsible for learning and following company policies, state and federal laws concerning radiation safety, work safety, and other compliance and safety related requirements.
• Adhere to company policies in the return of inventory, calibration and maintenance of tools and test equipment.
• Manages company expenditures and assets effectively and strives to manage the business to maximize those assets.
• Follows the travel policy with emphasis on spending control.

6.� Bursiness Processes

• Complete all necessary call information daily
• Process returned-goods within 14 days
• Keep the manager and Digirad headquarters apprised of all customer concerns and needs within territory
• Provide written and verbal engineering design recommendations for current and future product development.
• Responsible for working with the team lead for the maintenance and planning of service within assigned territory

7.� Sales Support

• Keep local Territory Managers informed of system performance and customer needs within assigned territory

8.� Perform other duties as may be assigned.

Keyword: service engineer, field service, medical device, imaging systems
Required Experience:

QUALIFICATIONS:�������������������

Ability to:

• Read and comprehend instructions, correspondence and memos.� Ability to write instructions and correspondence and effectively present information in one on one or small group situations to customers and other employees.
• Prioritize workload and determine priorities.
• Maintain professionalism under stressful situations.
• Communicate effectively and diplomatically with internal and external customers and other Digirad personnel both verbal and in writing.

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Experience/Education:

• Technical and/or medical imaging experience is required to qualify for this position. Customer skills from other experiences or jobs and military experience would be a plus:

Education:

• A technical education with a minimum of a BSEET Degree or a minimum of 5 years field service experience is required.�

Technical Knowledge:

Skills: Other

• Good verbal and written communication. Must be fully computer literate.

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Equipment:

• Utilize small hand tools, calibrated instruments, measurement equipment, and test fixtures.� PC based computers and programs.

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Software Knowledge:

• Windows, MS Office, user familiarity of Windows OS and UNIX with experience in networking. DICOM experience a plus.

Effort required:

Physical Activities:

• With limited notice, travel via air and land to medical facilities throughout North America. Communicate regularly using telephone and computer. Some walking and lifting between 50 - 80 lbs. may be required.� The noise level in the work environment is usually low to moderate.� The physical demands described above are representative of those that must be met by employee to successfully perform the essential functions of this job.� Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Traits:

• Ability to communicate with supervisor in order to prioritize workload and determine priorities.� Schedule must be flexible with high level of dedication.

PERSONAL CHARACTERISTICS:

• Ability to establish and maintain professional working relationships with all levels of staff, clients, and the public.
• Detail oriented with the ability to work with minimum/no supervision.
• Ability to understand and follow verbal and written communication.
• Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives.

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From: Digirad