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Job Description

As the Service Technician, you will be in a field-based, customer-facing role that installs, services, maintains and modifies company equipment at customer sites. The selected candidate will work at sites with minimal supervision and will perform on-site customer repairs and be responsible for delivering both timely and effective repairs. It will be your responsibility to provide on-site training after installs to help ensure the systems optimal performance resulting in superior customer satisfaction. The Field Service Technician will help with managing financial performance within their territory: meeting or exceeding budget for revenue generation, expense control and inventory management. The Field Service Tech/Engineer is a key contributor in maintaining ongoing customer interaction to solve and prevent technical difficulties. The Field Service Tech/Engineer interfaces directly with the Customer Care Manager, Technical Manager, Clinical Application Specialist, Product Managers, Company Sales Representatives, and customers. These interfaces are required to provide superior product service responsiveness and customer satisfaction. The Service Engineer integrates the technical capabilities and available resources, with effective territory and business management skills to develop and maintain superior service levels. You will need to make decisions on best plan of action to keep the customer's equipment downtime to a minimum. Specific responsibilities include:

• Possess total familiarity with mechanical, electronic, optical, and operational aspects of designated products as evidenced by the ability to effectively install and repair/service designated instruments.
• Provide customer troubleshooting assistance as required.
• Provide product service for clinical field trial installations.
• Perform warranty and maintenance work necessary to keep customer level of service and satisfaction high.
• Recommend service manual revisions.

Must-Have Skills, Education, & Experience:

• Candidates must have top-notch electronic systems knowledge and troubleshooting/repair skills in addition to unparalleled customer service skills (relationship development, conflict management, active listening and problem solving, interpersonal communication, etc.).
• Experience in the Bio-Medical field is a huge plus, but not required.
• Candidates must be able to interpret electronic system schematics and flow-charts. A highly tuned mechanical aptitude and the ability to visualize and explain situations and resolutions are also critical in this role.
• Excellent customer service, communication (oral & written), documentation, and PC skills are essential to this position's success.

Job Description

Locations: Chicago, IL, Birmingham, AL, Orlando, FL, Houston, TX, Seattle, WA, Phoenix, AZ

Position Description:

Technical Repair Activities:

• Repairs company medical instruments to manufacturer's specifications. Before repair, decontaminates and cleans biohazards from medical instruments. Performs electrical safety tests on instruments.
• Provides technical advice to Field Service Technicians, BMET's and Customer/Product Support Department to troubleshoot and repair companys' instruments. The technical advice is related to electronic, electrical, mechanical, pneumatic, chemical, refrigeration and fluid hydraulics areas. This "Help Desk" guidance may be by phone, fax, computer, in writing or in person.
• Travels and performs field service repairs on company instruments to minimize customer downtime.
• Evaluates repair procedures and service manuals for future revisions.
• Performs quality inspection of medical instruments.

Training Activities:

• Performs Training of Field Service Technicians, IRVs (Independent Repair Vendors), BMETS, SFA/SFE Service Technicians and Engineers and other personnel as assigned by management, on how to: install, decontaminate, repair and test company instruments. Training may be at off-site locations.
• Participates in the development and revising of Instrumentation Service Manuals

Information Management & Reporting Activities:

• Documents service reports and technical advice to comply with FDA requirements.
• Composes Service Bulletins for distribution to IRV's, Distributors and other Sakura entities.
• Coordinates product improvement and failures to Manufacturing and Product Development Departments.
• Conducts analysis of service failures from the field and compiles comprehensive reports.
• Plans, coordinates, and prepares technical reports as required.
• Attends and participates in group meetings, task force groups, etc., as needed.

Quality/Business Systems Activities:

• Ensures standards for ISO 13485 certification are met.
• Recommends measures to improve instrument quality and performance.

Other Skills:

• Ensures that all Service Department areas are in a safe, orderly, clean, and functional condition.
• Suggests improvement in departmental work processes and procedures.
• Attends technical meetings and seminars when requested by Manager.
• Maintains good communications both inside and outside of the Company.
• Performs special projects and other miscellaneous duties.

• Bio-med industry experienced FSE candidate - must have 3+ years of industry experience within the healthcare industry

Job Description