Sonodepot Ultrasound Solutions, Inc
Salesforce Product Analyst
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Field Service Engineer
Philadelphia, PA
Reporting to the Area Service Manager, the Field Service Engineer (FSE) performs skilled, technical, and advisory work in the installation, repair, maintenance, and calibration of diagnostic and/or other imaging devices or systems. In conjunction with a radiation physicist, performs quality assurance testing and calibration. Trains medical and clinical staff on the safe and proper use of such equipment and systems. This position is expected to have the ability to multi-task several projects and will require travel to regional customer locations. This is a home office-based position.
Essential Job Responsibilities
The FSE performs the major functions listed below. The position may require additional duties/responsibilities that may not be outlined below, and specific functions are subject to change.
- Analyzes, troubleshoots, and repairs diagnostic and/or other imaging equipment and systems utilizing established electronic tests and measurement equipment and techniques.
- Discusses pending installations, including any needed new construction, repairs, preventive maintenance, de-installations, and recalls with external and internal resources. Installs the actual units and conducts the needed customer in-house product and unit training.
- Performs scheduled maintenance, calibrations, and/or modifications on imaging equipment and systems, in accordance with department procedures, manufacturers' recommendations, physicist's specifications, and/or other applicable codes and standards.
- Trains medical and clinical staff on the safe and proper use of diagnostic imaging equipment and systems. Provides operational and technical advice on diagnostic imaging equipment to medical and clinical staff. Interacts with clinical staff on a regular basis to ensure needs are being met.
- Documents and maintains accurate records of all inspections, repairs, adjustments, etc. performed on all equipment. Prepares and obtains all training documentation and installation certifications as required by the company, customer, FDA, and/or state regulatory agencies. Tracks and records all installation information as necessary.
- Responsible for working knowledge of current Service Software. Responding to Support Services when calls are dispatched. Scheduling with customers for appropriate service response times to meet contractual obligations.
- Completing service reports including Preventative Maintenance documents and submitting them within the established guidelines of the department.
- Completing Expense reports and submitting them within the established guidelines of the department.
- Requests and/or orders necessary repair and spare parts according to established procedures and contract relationships. Fills out return parts tags on used and unused parts. Maintains shipping records of returned parts.
- Responsible for keeping the Product Support Specialist, Area Service Manager, and Sales Team up to date on customer contacts and resolution of any application problems.
- Accountable for assisting with retention and growth of contract and Time and Materials (T&M) revenue for areas of responsibility.
- Follows the service escalation process WI-FS-7.5.1.3.3-003.
- Ability to work evenings and weekends as required.
- Follows all pertinent requirements to meet ISO13485 certification as pertains to Field Service Engineers.
- Participates in both internal and external educational programs through professional associations, technical training courses, and seminars to develop and maintain the required current technical aptitude. Must maintain currency with imaging technology and networking technology.
- Lifts, carries, and/or pushes/pulls various items (bags, boxes, cart, etc. of up to 100 lbs) while utilizing proper technique.
- Provide on-call service coverage on a rotating basis, as needed.
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The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.
Requirements
Qualifications & Requirements
The following qualifications are the minimum requirements necessary to successfully perform this role, however, any equivalent combination of experience, education, and training, which provides the necessary knowledge, skills, and abilities, would be acceptable, subject to any legal and/or regulatory requirements.
- Degree in electronics, biomedical engineering, biomedical technology, electrical engineering, or equivalent. Military equivalency is also acceptable.
- Five years' plus experience servicing equipment.
- Previous mechanical, electronics, or electrical work experience, either in a field service or hospital-based setting, is required.
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
- Experience troubleshooting and responding to customer concerns.
- Solid computer skills, including working knowledge of Microsoft Office, software operating systems, and network technology.
- Previous experience interfacing with both internal team members and external customers as a part of a solution-based service process.
- Familiarity with the use of common electronic test equipment including Digital Multi-Meters and safety analyzers.
- Previous experience with or ability to interpret schematics, wiring diagrams, illustrated parts diagrams, and technical manuals of biomedical and imaging instrumentation.
- Ability to travel, up to 80% of the time.
- Ability to operate an automobile.
- Valid driver’s license, good driving record, and must be able to pass a motor vehicle record check.
- Adherence to certification/credentialing as required by the Customer in connection with admission into its facilities to perform job duties.
- Customer requirements to allow admission into its facilities to perform job duties may include but are not limited to - drug testing and immunizations, including Covid vaccination, as dictated by the customer or facility policy.
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Required Knowledge, Skills, and Competencies
- Knowledge of diagnostic imaging medical devices
- Ability to resolve problems, think analytically, work independently, and communicate professionally
- Willingness to work flexible hours and overtime, often on short notices, and work a rotating on-call service schedule, including weekends, for critical issues and coverage
- High degree of mechanical aptitude
- Excellent interpersonal and communication skills
- Resourceful, with the ability to work independently
- Strong time management skills
- Ability to adapt to changing circumstances
- Decision-making, problem resolution, and creative thinking skills
- Attention to detail
- Ability to multi-task activities with shifting priorities
Pay Rate: $30 per hour
Equal Opportunity Employer/Vet/Disabled.
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