Field Service Engineer

Under direction of the Area Service Manager, develops customer satisfaction through technical repair, installation, training, operation, and maintenance of Organizations instruments and systems. Position may have a specific assigned territory or system population or may be a position to cover other assigned territories as needed under the direction of the Area Service Manager

Bilingual (French/English) candidates are highly desirable for this role, as well as candidates with experience in a lab or clinical setting

Responsibilities

Key Accountabilities: 

Provides highly visible customer support through the performance of on-site installations and necessary diagnoses, troubleshooting, service and repair of complex instruments and system. Performs routine, non-routine and unusual technical repairs of all systems assigned. This includes updates, retrofits, PMs and product enhancements. 

Instructs customers in the proper operation, maintenance and trouble-shooting of instruments and systems. 

Responsible for complying with all appropriate regulatory bodies (FDA, ISO and Health Canada) mandated policies, procedures, work instructions, and records.

Serves as a company liaison with customers.

Responsible for routine and consistent interaction with sales counterparts with respect to customer situations, updates, and lead generations. 

Assures financial stability and viability of territory by promoting and selling service agreements, PMs, and other services. 

Schedules, coordinates, and presents pertinent information at Customer User Group Training Seminars and Marketing Road shows.

Assists the Area Service Manager in analyzing the severity of customer complaints and to develop plans to resolve customer complaints as needed

Travel into other territories may be needed to assist with duties and responsibilities above.

Other duties and responsibilities as assigned by the Area Service Manager

Budget managed (if applicable) N/A

Internal Networking/Key relationships

TBD based on departmental needs 

Skills & Capabilities:

Approachability

Command Skills

Presentation Skills

Functional/Technical Skills

Qualifications

Min Knowledge & Experience required for the position: 

Associates Degree in Electronics, Biomedical Engineering, Medical Technology or related industry. 

Minimum of three years' experience as an FSE or MLT in the diagnosis, repair and maintenance of systems, or equivalent industry experience. 

Must have good organizational skills, the ability to multi-task, work under pressure and exercise good judgment.

Ability to communicate effectively with customers, peers and management through oral and written presentations.

Must have good MS Office Skills (Word, Excel and PowerPoint) including the ability to manipulate data and build presentations. 

Travel is required.

Minimum 30% by auto in primary assigned territory.

Minimum 10% by air for training, business meetings and/or support to customers outside primary or assigned territory.