Field Service Engineer 3

Job Description

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

Our Field Service Engineer III (FSE) is responsible for quality service of Spacelabs products and for customer satisfaction within an assigned territory. Excellent technical and communication skills are needed to positively interact with customers and company personnel. Requires people who can work well without close supervision; they must be self-starters, can independently manage time/schedule. The FSE must possess analytical/technical abilities and basic business acumen and effectively communicate at all levels of the organization.

Responsibilities

• Install and relocate Spacelabs products in accordance with policies, procedures and approved technical documents and publications.
• Install approved equipment upgrades and modifications as required in accordance with procedure and Quality Management Systems requirements.
• Perform all assigned preventative maintenance, corrective maintenance, any updates/upgrades to device’s software and provide necessary records to hospitals and Regional Service Manager.
• Act as liaison with global technical support departments for product introduction, evaluation, and major troubleshooting assignments.
• Respond to all assigned customer service calls within the required timeframe and apply corporate policy guidelines.
• Support Regional Service Manager and region in achieving assigned Operating profit goals, including by promoting sales of service contracts, billable services, and Spacelab’s products and offerings.
• Collaborate with Regional Service Managers and Contract Specialist in generating service quotations for customer on new business agreement or service renewals.
• Support sales efforts by assisting with equipment demonstrations and clinical evaluations.
• Assist sales with pre-sale configurations and consultation as required.
• Submit accurate and complete reports in a timely manner regarding expenses, timecards and service call reports.
• Provide assistance with “on the job training” of all regional new hires; responsible for mentoring new FSEs and field installation associates and support the business as needed.
• Attend all required technical training classes (remotely or at Spacelabs Snoqualmie location) to be within compliance for servicing Spacelabs devices.
• Continue technical development, e.g. seek out new training to keep up with technology as it changes.
• Control and maintain assigned Spacelabs assets in accordance with policies and directions.
• Uphold Spacelabs values of Customer Obsession, Ownership Mindset and Superior Results.
• Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct. .
• It is the responsibility of every Spacelabs Healthcare employee to report to their manager or a member of senior management any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.

Qualifications

• Associate of Science Degree in electronics or a related technical discipline; or equivalent technical training from an accredited program in biomedical, electronic or computer technology; or equivalent military training and/or experience.
• 5+ years of experience as a Field Service Engineer or equivalent field service or similar experience.
• 5+ years of experience working on complex capital medical devices.
• Proficient computer skills, including Networking, Microsoft Windows, and XP operating systems. Customer Relationship Management (for example SAP R/3, Microsoft Dynamics CRM, Oracle), MS Office products (Word, Excel, Visio, and PowerPoint).
• Must become fully competent in the application and operation of all products in all care areas.

OTHER WORK REQUIREMENTS:

• Successful completion of Spacelabs training required (including training done at the Company location). Must become fully competent in the application and operation of all assigned products and systems.
• Work various shifts as deemed necessary for successful installation and training.
• Following successful completion of training, must be willing to relocate anywhere in the continental United States (as determined by the needs of the business).
• Required to register with a vendor credentialing service. As part of this process, you may be required to submit personal information to a credentialing service company, to provide proof of vaccinations or related medical information, and to comply with other requirements needed to be able to work at a customer site. May be required to complete US federal background check and requirements for access to US government facilities and/or government IT networks.
• Must maintain a good driving record and be insurable per company policy. Observe all applicable company safety policies and practices.
• Ability to climb and stand on ladders for extended periods of time.
• Ability to lift up to 50 lbs.
• Use of computer: 15%
• Domestic Travel: 60% This is a regional position requiring a significant amount of driving. This position requires the ability to possess a valid driver’s license and maintain a good driving record. Includes possible air travel, so must be able to acquire all necessary travel documents.
• This position will be assigned to a specific region but will be used as a floater position, meaning that this person may need to travel (vehicle/airplane) to assist with business needs.
• This position may be relocated to a different location within the assigned Region. FSE will be given advance notice of this and will be required to relocate if business needs require.
• Participation in an on-call rotation and periodic mandatory overtime may be required.

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