BSH Sr. Field Service Engineer - Ft. Myers, FL

$75,600 - $118,300/Yr

Hologic - Fort Myers, FL

Full-time - Mid Level

Fort Myers, FL

Miscellaneous Manufacturing

About the position

As a Senior Field Service Engineer at Hologic, you will play a crucial role in our Breast & Skeletal Health division, ensuring that our innovative medical imaging and interventional products are maintained and serviced to the highest standards. Your primary responsibilities will include performing preventative maintenance, repairs, and servicing of Hologic products such as mammography, digital mammography, bone densitometry, and mini c-arms. You will travel to customer sites to calibrate and optimize our products for peak performance, fostering strong relationships with clients to reassure them that you are there to address and resolve any technical issues that may arise. In this role, you will be responsible for the installation and service of Hologic products, which encompass electrical, mechanical, and software components. You will establish and maintain a high level of customer satisfaction by completing all remedial service actions, standard system checks, and necessary hardware and software upgrades in accordance with approved policies and procedures. Additionally, you will assist other Field Engineers as needed and maintain a good customer service reputation by adhering to all regulatory requirements and aspects of DQSM. Your duties will also include training customers on the basic operation and use of Hologic products, providing feedback to the District Manager regarding product performance anomalies, and making recommendations for service improvements. You will support conventions, trade shows, and customer trials, while also managing inventory and keeping accurate records of parts and service actions. Promoting service contract offerings and assisting the local Service Sales Specialist in selling service agreements will be part of your responsibilities, as will managing your assigned territory in an organized manner. You will be expected to perform preventative maintenance on time, respond quickly to customer inquiries, and escalate unresolved issues to service management in a timely manner.

Responsibilities

• Responsible for the installation and service of Hologic products including mammography, digital mammography, bone densitometry, and mini c-arms.
• Establish and maintain a high level of customer satisfaction with Hologic's products, support, and service.
• Complete all remedial service actions, standard system checks, and required hardware and software upgrades in accordance with approved policies and procedures.
• Assist other Field Engineers as necessary.
• Maintain a good customer service reputation by complying with all regulatory requirements and all aspects of DQSM.
• Complete and submit all required paperwork on time and accurately.
• Train customers on the basic operation and use of Hologic products.
• Provide feedback to the District Manager concerning product performance anomalies encountered in the field, and make recommendations for service improvements.
• Provide support at conventions, trade shows, and customer trials.
• Provide pre and post sales support by maintaining close working relationships with sales and customers to ensure expectations are met and equipment installations are handled as planned.
• Manage inventory, keep accurate records, and return unused and failed parts promptly.
• Promote service contract offerings and assist the local Service Sales Specialist in selling service agreements to customers within your assigned territory.
• Manage the assigned territory in an organized fashion.
• Perform PM's on time, provide expeditious on-site response and minimize equipment downtime.
• Respond to customer inquiries in written form, in person, or via telephone as needed.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.

Requirements

• Must be a self-starter, able to travel and work independently with minimal supervision.
• Must be capable of multi-tasking, setting priorities and scheduling work activities.
• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
• Willing to work flexible hours and overtime on short notice.
• Position requires the ability to be 'on call' after normal working hours.
• Must have reliable transportation, possess a valid driver's license, and carry adequate auto insurance.
• High degree of mechanical aptitude.
• Excellent communications skills, both written and verbal are required.
• Associate's Degree or equivalent in electronics, computer science or related technical discipline is required.
• 5-10 years experience in a field service position working with customers to resolve problems related to x-ray, digital imaging or related medical equipment preferred.
• Experience designing, installing, or maintaining computer networks highly desirable.
• Strong computer literacy.
• Must be proficient with DOS and Windows, certified training and/or working knowledge of UNIX /NT/Solaris or other software operating systems preferred.

Nice-to-haves

• Experience designing, installing, or maintaining computer networks highly desirable.

Benefits

• Annualized base salary range of $75,600 to $118,300, bonus eligible.