Field Service Careers in the Medical Technology Industry

Job Description

• Provide remote and on-site
  technical support for automated dispensing systems located within
  hospitals and other healthcare facilities within the territory and in
  accordance with our customer support agreements, exclusive of DHA/DoD
  facilities
• Respond to, evaluate, and
  prioritize work orders; diagnose, service, and resolve issues regarding
  proprietary hardware and software system components, maintain ownership of
  the work order, raise issues to the team lead and manager; log, track, and
  document all work order activity, and be capable of fully supporting all
  products within the region.
• Execute a preventive maintenance
  program, provide limited cross-functional support for our Sales and
  Implementation teams, and other support activities as applicable to the
  role
• Demonstrate a moderate use of
  competency and an appropriate ability to troubleshoot hardware and
  software problems
• Provide efficient field services
  to all customers in a timely manner, including but not limited to
  installations, in-servicing, repair, preventive maintenance, calibration,
  and sales support
• Maintain proper and accurate
  small parts inventory for the purpose of service and follow approved
  policies and procedures for inventory controls
• Provide accurate and timely
  documentation that details field activity, expenses, time distribution
  etc.
• Continue training and
  self-development to learn products and applications of the company for
  success in the role, advance skillsets, and attend management approved
  seminars and training sessions to advance to next level in 2-3 years.

• Looking for Military Veteran
  professional technicians with a strong background in electronics or
  electro-mechanical maintenance, service, and repair. Strong solid
  understanding of electronics, electro-mechanical devices (Mechatronics),
  PLCs, and pneumatics
• Candidates must possess excellent
  professionalism and strong customer skills
• Strong attention to detail.
• Good problem-solving and critical
  thinking skills
• Must possess and maintain a valid
  state-issued driver's license with at least 3 years of driving history and
  meet auto safety standards.
• Must be able to work flexible
  hours throughout the work week while traveling to various US Customer
  locations.
• Must be available for work on
  call as needed and be flexible to meet business needs.
• Flexibility to travel up to 50%
  of time outside of home geographic area, based upon business needs.
• Excellent verbal and written
  communication skills.
• Computer electronics, Windows OS,
  network experience, required
• Must be able to work within
  defined processes and methodologies with minimal degree of supervision
• Must possess and maintain a valid
  driver's license and meet auto safety standards.
• Upon hire, must provide proof of
  and maintain current immunizations and obtain additional immunizations
  appropriate for the facility which enables access to customer sites in
  order to perform essential job functions. Proofs must include: Hepatitis
  B, Influenza (current year), MMR (mumps, measles, rubella), Varicella
  (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphtheria/Pertussis,
  COVID-19.

Job Description

• Provide customer support through on-site installations, cost-effective repairs, preventative maintenance, and product upgrades on diagnostic instruments and systems.
• Diagnose and troubleshoot technical issues, analyzing failures and implementing corrective actions to ensure instrument reliability.
• Deliver high levels of customer service to maintain strong customer relationships and ensure satisfaction.
• Act as a liaison between customers and internal teams, demonstrating professionalism, commitment, and clear communication.
• Escalate unresolved technical issues appropriately and follow up to resolution.
• Advise customers on the proper operation, maintenance, and troubleshooting of instruments and systems.
• Collaborate with internal Sales, Applications, and Service teams to share customer feedback, technical insights, and service opportunities.
• Promote service contracts and assist with renewals through established customer relationships.
• Ensure compliance with all quality, regulatory, and service procedures, maintaining complete and accurate records.
• Document service activities in a timely and detailed manner.
• Maintain accurate service inventory and ensure proper control of assigned parts and materials.

• Strong organizational and time management skills with the ability to prioritize effectively.
• Excellent communication skills to interface with customers, peers, and management.
• Strong technical and analytical aptitude with attention to detail.
• Proven ability to work independently within a designated territory while achieving performance goals.
• Team-oriented mindset with the ability to collaborate toward regional and national objectives.
• Ability to lift up to 50 lbs and work in laboratory or hospital environments.

• Associate degree in Electronics, Biomedical Engineering, Medical Technology, or a related field required.
• Equivalent experience may be considered in lieu of a degree.

• Minimum of 3 years of experience servicing medical device or diagnostic equipment.
• Working knowledge of personal computers and Windows operating systems.
• Familiarity with Laboratory Information Systems and network connectivity preferred.
• Proficiency with Microsoft Office 365.
• Ability to work flexible hours and participate in rotational on-call coverage as required.