Digirad Imaging Solutions - Philadelphia, PA
posted 5 months ago
The Field Service Engineer position is a critical role that involves applying a comprehensive knowledge of mechanics, electronics, optics, and computers to the installation, preventive maintenance, and repair of advanced imaging equipment, including PET, PET/CT, CT, SPECT, and SPECT/CT. This position is fully remote, allowing the engineer to work from various customer sites, primarily hospitals, clinics, and physician offices. The engineer will be responsible for cultivating superior customer relations to ensure contract stability and continued success, which is essential for maintaining the company's reputation and customer satisfaction. In this customer-facing role, the engineer will perform a variety of tasks including servicing imaging equipment, checking on customer satisfaction, and addressing unresolved issues. Effective communication with customers, team members, and management is crucial, as the engineer will need to provide customer feedback, competitive insights, and sales leads to the appropriate account manager. The role also requires real-time customer support, where the engineer will evaluate customer issues, diagnose problems, create repair strategies, and perform necessary repairs while also providing training on the equipment's features and functions. The engineer will manage and prioritize all work to meet both internal and external customer demands, ensuring timely responses to service issues in accordance with customer contract terms. Responsibilities also include logging service calls, detailing the nature of the calls, and complying with regulatory guidelines related to ISO certification and company standards. Maintaining performance standards by meeting Key Performance Indicators (KPIs) is essential, as is completing ongoing training and certification for the systems serviced. The role may also involve other duties as determined by management, emphasizing the need for flexibility and adaptability in a dynamic work environment.