Field Service Engineer

Avante Health Solutions - Fort Myers, FL

Full-time - Mid Level

Onsite - Fort Myers, FL

About the position

Avante Health Solutions is seeking a Diagnostic Imaging Field Service Engineer (FSE) to join our team, located in or willing to relocate to the Fort Myers, FL area. The FSE plays a crucial role in providing frontline support by addressing customer concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and performance verifications of complex diagnostic imaging equipment. This position requires regular communication with both internal and external customers to ensure that service-related issues are resolved promptly and effectively. The FSE will primarily operate within an assigned territory, responding to service calls and providing timely travel to customer sites as needed. This is a remote position, allowing for flexibility in work arrangements without the necessity of daily office attendance. The role encompasses a variety of essential job functions, including serving as the primary onsite support engineer for all customers within the assigned territory, ensuring that the highest level of customer service is maintained in all interactions. The FSE will utilize critical thinking skills to resolve issues according to defined procedures, consult with internal teams for troubleshooting, and travel to customer sites for diagnostics and repairs. Additionally, the FSE will be responsible for generating system sales leads, training other team members, and participating in an on-call rotation for after-hours support. Compliance with ISO 13485:2016 standards and the company's Quality Management System is also a key aspect of this role, along with a commitment to continuous learning and improvement in servicing new technologies.

Responsibilities

• Serve as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls.
• Communicate with internal Service Support team to receive and provide detailed follow-up information regarding new service calls.
• Ensure company values are upheld in all customer communications and provide the highest level of customer service.
• Use critical thinking to resolve issues within defined procedures and practices to repair equipment rapidly and accurately.
• Consult with Director of Service, Service Manager, and technical staff to communicate system troubleshooting and diagnosing problems.
• Travel to customer sites to diagnose and repair system failures and provide routine Preventive Maintenance (PM) services.
• Resolve system and component issues by reloading software and replacing hardware to maximize equipment performance.
• Generate system sales leads and communicate those leads back to the sales team.
• Train and disseminate knowledge to the rest of the organization regarding equipment.
• Participate in the on-call rotation schedule for after-hours technical support calls.
• Comply with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards.
• Identify improvement opportunities to processes and offer applications and solutions to promote optimal efficiency.

Requirements

• Associate's degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience.
• Three (3) to five (5) years of Philips Cath Lab equipment troubleshooting and repair experience required.
• Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus.
• Excellent communication skills (written and verbal) are essential.

Nice-to-haves

• Additional experience repairing and maintaining diagnostic imaging equipment a plus.

Benefits

• Flexible work schedule
• Company-sponsored benefits, including medical, dental, vision, life, disability, and 401k
• Paid time off and company-paid holidays