Primary Role & Responsibilities:
- Hands-on service and support for internal and external customers: Be the customer-facing technical subject matter expert. Execute on-site activities such as: installations and preventative maintenance, repairs, field hardware/ software upgrades, and qualification procedures to ensure proper operation of instrument systems. Document activities/changes and escalate issues as appropriate.
- Customer-first mentality: Address customer feedback promptly and escalate issues to quickly identify the path of action to resolution. Provide on-demand first and second level technical support to customers including rotations of after-hours phone support, holiday and weekend on-site support as required.
- Communication: Maintain daily communication with customers and partners to ensure resolution of issues and proper follow-up.
- Depot Repairs: Assist with depot-level repairs as needed at the San Francisco Cytovale facility.
- Documentation: Author field service reports, installation documents, technical bulletins and other documentation as required.
- Voice of the customer: Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
- Management of company assets: Responsible for service parts inventory and safe keeping and use of service parts and tools
- Compliance with company’s quality assurance program: You will be maintaining an in vitro medical device and will be required to stay in compliance at all times.
- Meeting requirements: Meeting Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPPA, OSHA and FDA.
- Other duties: May perform other duties as assigned by manager or supervisor.
_This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed._
Qualifications:
Bachelor’s degree, Engineering, Electrical Engineering, Technology, Science or equivalent military experience or Associates Degree with 5 or more years’ experience in servicing Diagnostic Imaging equipment or a High School Diploma/GED and 10 or more years’ experience servicing Diagnostic Imaging equipment.
- Demonstrated superior expertise in supporting and servicing highly complex instrumentation.
- 5+ years customer or field support experience within the medical device field.
- Demonstrated commitment to quality and strong sense of teamwork. One who thrives in a fast-paced start-up environment with a flexible mentality and adaptability to take on new and additional responsibilities as needed.
- Proven strong problem-solving skills, and the ability to creatively solve challenges.
- Attention to detail.
- Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.
- Working knowledge and understanding of optics, electronics, and mechanical principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
- Experience in a customer centric service & support department, preferably with prior experience with benchtop instruments and/or laboratory automation.
Working Conditions:
- Provide Field support for installations, preventative maintenance, repairs, and hardware/software upgrades in the assigned region.
- Travel up to 70% of the time for short-term and long-term trips that may involve weekend stays with less than 24 hours’ notice.
- On-call rotation responsibilities for the technical support hotline during nights, holidays, and weekends. To provide phone support and remote troubleshooting as well as dispatch for on-site service needs when warranted.
- Willing to stay current on all vaccinations to comply with vendor credentialing policies.
- Must maintain a valid driver’s license and good driving record.
- Must be able to lift 50 lbs.
Location: Texas or Florida with the Dallas/Ft. Worth area being preferred
