Field Service Technician

The Field Service Technician is responsible for the installation and troubleshooting of NeoCoil’s products at customer facilities. The incumbent ensures product performance and functionality and responds to customers’ technical inquiries.

Primary Responsibilities:

• Travels to customers’ sites to install NeoCoil-branded products, such as MRI surface coils and MRI wireless audio systems etc. Ensures all installation activities are performed and supporting data is collected and documented in accordance with NeoCoil’s processes and procedures.
• Administers the Company’s loaner product pool, including distribution and return of loaner equipment to customer sites to ensure their uninterrupted business operations.
• Acts as a primary point of contact for applicable technical questions from customers regarding NeoCoil-installed equipment and promptly escalates customer feedback and complaints.
• Collaborates with the Customer Service, Operations, Quality and Engineering to properly route and troubleshoot customers’ technical inquiries, such as shipping and processing issues, product discrepancies and technical issues.
• Adheres to Quality Management System’s requirements applicable to work performed, such as Good Documentation Practices, Document Control, Record Control etc.
• Maintains departmental housekeeping standards and performs duties in a safe manner, following all policies and procedures.
• Executes core duties and responsibilities of the role in accordance with the established skills competencies and Quality Management System requirements.
• Assists Service Department as needed. All other duties as required.

Essential Skills and Experience:

• Associate’s Degree in a related technical field, or equivalent combination of training and experience is required.
• 3-5 years of related field installation experience is required. Medical field service experience is preferred.
• Ability to use standard office equipment such as printers, scanners, fax machines, etc. ERP knowledge is required; IQMS ERP expertise is preferred.
• 50-75% travel is required. Valid driver’s license is required.
• Quality orientated with high attention to detail.
• Good written and verbal communication skills.

Reporting to this position: No direct reports.

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an 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. 

• Physical demands: While performing duties of the job, manual dexterity with hands, employee is regularly required to type, sit, stand; walk; use hands and fingers, handle; reach with hands and arms; balance; stoop; talk and hear. An employee must have the ability to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work Environment: The noise level in the work environment is usually minimal. The incumbent is required to work in an MRI environment with exposure to strong magnetic fields.