Field Service Engineer

Avante Health Solutions - Philadelphia, PA

Full-time - Mid Level

Onsite - Philadelphia, PA

About the position

The Diagnostic Imaging Field Service Engineer (FSE) at Avante Health Solutions is responsible for providing frontline technical support for diagnostic imaging equipment. This role involves troubleshooting, repairs, calibrations, and performance verifications of complex medical equipment, primarily within an assigned territory. The FSE will communicate regularly with both internal and external customers, ensuring high levels of service and support while working remotely and traveling to customer sites as needed.

Responsibilities

• Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls.
• Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls.
• Ensures company values are upheld in all customer communications and the highest level of customer service is provided in all interactions.
• Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately.
• Consults by phone, Teams, and e-mail with Director of Service, Service Manager, and technical staff to communicate information regarding system troubleshooting.
• Travels to customer sites to diagnose and repair system failures, provides routine Preventive Maintenance (PM) services, and other duties as required by contract or leadership direction.
• Resolves system and component issues by reloading software and replacing hardware to resolve equipment issues and maximize equipment performance to OEM specifications.
• Generates system sales leads and communicates those leads back to sales team.
• Trains and disseminates knowledge to the rest of the organization regarding equipment.
• Participates in the on-call rotation schedule for after-hours technical support calls.
• Complies with policies, guidelines, and regulatory requirements per ISO 13485:2016 standards and the Company's Quality Management System.
• Identifies improvement opportunities to processes and offers 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.
• Two (2) to four (4) years of medical diagnostic imaging equipment troubleshooting and repair experience required; One (1) to three (3) additional years of diagnostic imaging field service repair experience preferred.
• Above average troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus.
• 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

• Experience using Enterprise Resource Planning (ERP) systems a plus.
• Above average troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus.

Benefits

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