Job Description
Responsibilities:
Field Service Engineering will create/execute resources and programs to continuously improve Clients installed base customer satisfaction and loyalty and provide excellent field service support for client.
The Engineer will also have direct input to the Director of Service, Operations, and engineering teams. This input is critical to further enhance product reliability, operability, and serviceability on a global basis.
Provide onsite support and phone support to field service organization problems and product issues related to software, firmware, networking, and their clinical applications
Take personal ownership of the customer experience. Facilitate customer satisfaction through initiation of problem resolution and escalation.
Engage the necessary resources for problem resolution in a timely fashion.
Directly communicate and build rapport with customers as required. Follow up with customers to ensure all issues are resolved.
Support new product introductions and first of kind installations
Responsible for status reporting to internal/external customer support teams
Participate as a technical resource and or customer advocate as needed
Provide technical and support to sales and applications as needed
Improve productivity by highlighting deficiencies and recommending changes in tools, training, and processes
Reports to Director of customer service
Experiences, Knowledge, Skills and Abilities:
Experience servicing and troubleshooting electrical/electronic equipment.
3 years of experience servicing/installing Medical imaging equipment CT & Nuclear preferred.
Basic Skills and qualifications in handling computers SW installations and upgrades, electronic-mechanic assembly.
Able to work independently.
Typical service area- New Castle focused.
Strong sense of customer service with excellent interpersonal skills.