Field Service Engineer

Avante Health Solutions - Los Angeles, CA

Full-time - Mid Level

Onsite - Los Angeles, CA

About the position

Avante Health Solutions is seeking a Diagnostic Imaging Field Service Engineer (FSE) to join our team in the Southern California region, specifically the Los Angeles area. This role is pivotal in providing frontline support to our customers by addressing their concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and performance verifications of complex diagnostic imaging equipment. The FSE will be responsible for maintaining regular communication with both internal and external customers, ensuring that all service-related issues are resolved promptly and effectively. This position is remote, allowing for flexibility in work location, but requires timely travel to customer sites as needed. The FSE serves as the primary onsite support engineer for all customers within their assigned territory, handling contract, warranty, and billable service calls. This role also involves backup support in other territories when necessary. The engineer will communicate with the internal Service Support team to provide and receive detailed follow-up information regarding new service calls, ensuring that all issues are brought to closure. Upholding the company’s values in all customer interactions is essential, as is providing the highest level of customer service. The FSE will utilize critical thinking skills to resolve issues within defined procedures, ensuring rapid and accurate repairs of equipment. In addition to troubleshooting and diagnosing system failures, the FSE will perform routine Preventive Maintenance (PM) services and other duties as directed by leadership. The role includes generating system sales leads and training other team members on equipment knowledge. Participation in an on-call rotation for after-hours technical support is also required. Compliance with ISO 13485:2016 standards and the company's Quality Management System is mandatory, as is a commitment to continuous learning and improvement in servicing new technologies. The FSE will work collaboratively with all levels of the organization and adhere to all company policies and safe practices, performing other duties as assigned.

Responsibilities

• Serve as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls.
• Provide backup onsite support in other territories as necessary.
• Communicate with internal Service Support team to receive and provide detailed follow-up information regarding new service calls.
• Follow up on open calls and bring issues to closure.
• 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.
• Consult with Director of Service, Service Manager, and technical staff regarding 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.
• 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