Imaging Site Lead Field Service Engineer - Marin, California

About the position

Imaging Site Lead Field Service Engineer - Marin, California. Allow your passion for improving lives to shine in this role where you’ll be responsible for customer relationship management through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites. Your role: Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, and meeting commitments and arrival times to address and resolve customer needs. Understand the customer's business and competitive environment; generate service revenue. Actively participate as a member of the regional work team; work to improve team processes and identify training gaps. Seek out opportunities to increase capability and capacity (i.e. may be required to become qualified in multiple modalities, learns new tools). Perform all administrative duties within established Philips, State, and Federal regulatory requirements and timeframes including timesheets, service work orders, expense reports, Field Change Orders (FCO), preventative maintenance (PM), installation documents, site and service documentation, and other related paperwork. Adhere to established training, quality, and safety requirements. Utilize tools, support, resources, and escalation processes within required time frames to resolve customer and system problems timely and effectively. Complete PMs, FCOs, installation and all related tasks (diagnose and resolve electronic, network, and mechanical problems). Travel across the specified geography is required. The average driving time is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air and/or train may be required.

Responsibilities

• Provide exceptional customer service by adhering to customer entitlements.
• Set clear expectations and meet commitments and arrival times to address and resolve customer needs.
• Understand the customer's business and competitive environment; generate service revenue.
• Actively participate as a member of the regional work team.
• Work to improve team processes and identify training gaps.
• Seek out opportunities to increase capability and capacity.
• Perform all administrative duties within established Philips, State, and Federal regulatory requirements.
• Utilize tools, support, resources, and escalation processes to resolve customer and system problems.
• Complete PMs, FCOs, installation and all related tasks.

Requirements

• 4+ years of experience in a diagnostic imaging service environment.
• Ability to understand and apply electronic, mechanical, and networking theory.
• Knowledge and use of all necessary tools and test equipment.
• Associate Degree in electronics or equivalent combination of education and experience; BSEE/BSEET/BSME/BSMET preferred.
• Ability to perform physical, cognitive and environmental job requirements with or without accommodation.

Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement
• Field service and lead generation incentive bonus plans
• On-call pay
• Company fleet/car
• Training and advancement opportunities