Imaging Field Service Engineer - Cath / CT

Avante Health Solutions - El Paso, TX

Full-time - Mid Level

Onsite - El Paso, TX

About the position

Avante Health Solutions is seeking a Diagnostic Imaging Field Service Engineer (FSE) with expertise in Philips Cardiovascular systems, ideally located in or willing to relocate to the El Paso 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 operates primarily within an assigned territory and is expected to respond to customer site locations in a timely manner. This role is remote, allowing for flexibility in work arrangements, as it does not necessitate daily or regular attendance at an Avante Company office. The responsibilities of the FSE include serving as the primary onsite support engineer for all customers within the assigned territory, handling contract, warranty, and billable service calls. The FSE must maintain communication with the internal Service Support team to provide and receive detailed follow-up information regarding service calls, ensuring that all issues are brought to closure. Upholding the company's values in all customer communications is essential, as is providing the highest level of customer service in every interaction. 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 required by contract or leadership direction. The role also involves generating system sales leads and training other team members on equipment knowledge. Participation in an on-call rotation for after-hours technical support is required, along with compliance with ISO 13485:2016 standards and the company's Quality Management System. The FSE is expected to demonstrate a passion for servicing and learning new technologies, identifying improvement opportunities, and adhering to all company policies and safe practices.

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 information 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 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.
• 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.
• Knowledge and experience on Philips Cardiovascular systems is required.
• Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems is a plus.
• Excellent communication skills (written and verbal) are essential.

Nice-to-haves

• Experience with other diagnostic imaging equipment brands.
• Additional certifications in biomedical engineering or related fields.

Benefits

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