Position Objective
Provide technical support and service for all MedGraphics' Systems as well as new products and product revisions by providing on-site remedial service, preventative maintenance, product installation, product recertification and upgrades. The FSR can assist customers and bio-medical engineers who need technical assistance. Meets standards set by Field Service Manager for improving customer satisfaction and reducing warranty expenses and advises design engineering, as requested to produce the most serviceable and maintainable products consistent with corporate objectives.
Reporting Relationships
Reports to: Field Service Manager
Position Duties and Responsibilities
· Interface with Field Service Support Team, and Field Service Manager to provide prompt courteous, and effective service support to MGC Diagnostics customer base.
· Complete documentation of service call and transfer reports to MGC Diagnostics Field Service Support Center.
· Relay updates regarding customer database changes regarding equipment, operators, location, or accounting information.
· Interface with Field Service Support Team, Product Managers, Quality Assurance, and Technical Support with input for new products and product revisions to ensure requirements for documentation and serviceability are met.
· Controls service inventories assigned, and ensures all equipment sent to customer is returned.
· Provide service, and sales management with timely written reports on recommendations, progress and concerns.
· Fills out and completes all assigned open cases in CRM in a timely (weekly) fashion. Finished expense reports quickly and efficiently in a timely (weekly) fashion.
· Continually monitors personal expenses maintaining high efficiency and low cost as daily goals.
· Communicates effectively with service team and dispatch to ensure travel schedule is effective, efficient, and customers are satisfied.
Contacts
· External: All MGC Diagnostics customers
· Internal: MGC Diagnostics Sales personnel, Operations Management, Technical Support, Applications, R&D and Engineering personnel
Education, Skills and Experience
· BSEE or Bio-med degree or minimum 2-year degree in electronics or related field with a minimum of 2 years field service experience servicing medical equipment. Excellent communication skills. · · · · Ability to interact positively under all situations. Trouble shooting and problem-solving abilities. High computer efficiency.
· Must be able to lift 50 pounds, and maneuver MGC Diagnostics Equipment.
· Must be able to bend, stoop, crouch, be on the floor, or other position as needed while performing service on equipment.
· Must be attentive and focused.
· Must be able to travel both in and out of state for service requests via vehicle or airlines from the Seattle, WA area. Travel could be overnight or several hours away from starting location.
EEO Employer
MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.
