Job Summary:
Carrot Medical is seeking an entry to mid-level Field Service Engineer (FSE) with excellent situational awareness that is highly motivated to join a dynamic Healthcare Company on a strong growth trajectory.
This role is in the ever-expanding healthcare space performing installations, Preventative Maintenance (PM), Field Change Orders (FCO) -- and incident work tasks on high-end medical equipment. There will also be cross-training opportunities related to imaging and visual equipment such as X-Ray, Large Video Integration and audio Communications -- and IT related (Video Streaming & Recording) Solutions -- which are part of Carrot Medical’s Core Product Portfolio.
Above all -- the primary goal is to provide an outstanding customer experience. The FSE will learn to work independently -- as well as in a team environment while under direct supervision. All Carrot Medical employees are expected to provide a positive and cohesive Company image when discussing the Company, Products, and Solutions with the customer.
Key Areas of Responsibility:
CUSTOMER SATISFACTION:
Responsible for identification, resolution and/or escalation of customer issues, providing customers (both 3rd party & end user) with timely communication, and involving appropriate resources to address the issue(s).
Providing the Highest Level of Internal and External Customer Satisfaction is the primary goal. The FSE must be able to:
- Provide World Class Service and achieve “Highly Satisfied” Initial and Continuing Quality Scores
- Take ownership in difficult situations -- and show a sense of urgency in implementing solutions quickly
- Work effectively with 3rd party healthcare company partners since they will be Carrot’s “Internal Customer”
INITIATIVE:
The FSE will be required to perform numerous tasks -- and focus may change based on changing demands. The FSE must be able to:
- Manage the assigned schedule -- ensuring it is full and completed on time
- Volunteer for additional assignments to gain experience without being asked to do so (aka situationally aware)
- Ensure follow-up tasks (with customers and updates in Carrot case management systems) meet required SLAs
- Take initiative -- proactively contact customers, offer assistance to peers, and quickly respond to requests
- Adapt to varying needs of the customer and the business and seek out subject matter experts in order to grow
COMPLIANCE:
The FSE will be required to perform all administrative duties in a complete manner. The FSE must be able to:
- Complete and understand all training assigned through the Training Management System prior to the due date(s)
- Maintain proper site and service documentation -- and safeguard patient data per regulatory requirements
- Follow established quality and safety requirements (electrical & radiation safety, safe lifting practices, etc.)
TECHNICAL:
The FSE will be required to be technically proficient in certain areas either initially or via training. The FSE must be able to:
- Maintain knowledge of technical advances and current industry trends in the healthcare and biomedical space
- Have basic working electrical knowledge of volt meters, A/C polarity testing, mechanical and electrical theory
- Read and interpret schematics, CAD drawings, and/or various other site drawings
Job Knowledge, Skills, Education, and Experience Requirements:
- Associate Degree in electronics, biomedical engineering or equivalent combination of education and experience
- At least (2) years of experience in the electronics industry (preferably in field service) and/or healthcare service
- Experience with diagnostic healthcare imaging equipment (i.e. X-Ray, Ultrasound, Patient Monitoring, for example) is a plus
- Working knowledge of computers (Word and Excel) and networking
- Must possess a valid driver’s license and good driving record
- Demonstrated mechanical diagnostic troubleshooting and repair skills
- Strong business acumen -- meaning professional appearance, behavior with ability to communicate well with hospital staff
Physical Demands and General Work Environment:
- May be required to be available 24 x 7 and required to rotate in an on-call status
- Travel to the customer site, office or identified locations for meetings, and/or training as required
- Average daily driving is estimated to be 1 to 4 hours
- Ability to carry or pull up to 40 lbs. of test equipment
- Ability to lift or carry parts weighing a few ounces to over 100 lbs. (Assistance available when lifting items over 50 lbs.)
- Frequent bending, stooping, twisting, turning, and working in unusual positions using full body mobility
- May be required to adhere to certification/credentialing required by the Hospital in order to gain admission
- Customer requirements may include but are not limited to drug testing and/or immunizations to gain admission
Assigned Territory:
- This FSE position will be focused on a specific market or region -- however, travel within region and out of state is probable.
Pay & Benefits
- Salary, Bonus and Commission Structure DOE
- 401k Plan with Company Match
- Medical, Dental and Vision Insurance
- Flexible Spending Account (FSA)
Send Resumes to: jobs@carrotmedical.com
Note: All new hires will be expected to consent to background checks and drug testing.
