Field Service Engineer- NY

Position Summary

Avante Health Solutions is looking for a Field Service Engineer (FSE) located in or willing to re-locate to the Albany/Poughkeepsie, NY area.

The FSE provides frontline support by resolving customers' concerns and issues through technical expertise, troubleshooting, repairs, calibrations, and verifications of the performance of complex and intricate diagnostic imaging equipment while providing regular communications to internal and external customers. This position responds to and resolves all service-related issues primarily within an assigned territory and requires timely travel response to the customers site location. The FSE position is a remote position that does not require daily or regular attendance at an Avante Company office; it is a work from home dispatched position.

The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

POSITION RESPONSIBILITIES (Essential Job Functions)

• Serves as primary onsite support engineer for all customers within assigned territory for contract, warranty, and billable service calls; provides back-up onsite support in other territories as necessary
• Communicates with internal Service Support team to receive and provide detailed follow-up information regarding new service calls, follows-up on open calls, and brings issues to closure
• Ensures company values are upheld in all customer communications, and the highest level of customer service is provided in all interactions; represents Avante in a professional and positive manner
• 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, diagnosing the problem, and determining best practice to resolve issue; effectively communicates system status and time of escalation per Avante Escalation Procedure
• 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 (Original Equipment Manufacturers) 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
• Demonstrates success and a passion for servicing and learning new technologies which generally incudes training opportunities in Avante supported modalities and system models
• Identifies improvement opportunities to processes and offers applications and solutions to promote optimal efficiency
• Works professionally, respectfully, and efficiently with all levels within the organization
• Adheres to all company employment policies and safe practices
• Performs other duties as assigned
  
  

Position Requirements

A cover letter and resume are required to apply for this position.

Education/Experience

• Associate’s degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• Minimum of four years of CT/CV equipment troubleshooting and repair experience required.
• Advance troubleshooting knowledge of any combination of multi-OEM, multi-modality field service experience a plus
• In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
  
  

Other Qualifications

• Travel to customer site will include 50-75 percent of work; must be willing and able to travel by all modes of transportation and have a valid driver's license and Motor Vehicle Record meeting company requirements and guidelines to e insurable
• Proficiency with Microsoft Office required; experience using Enterprise Resource Planning (ERP) systems a plus
• Excellent communication skills (written and verbal) are essential -- must be able to convey information by telephone, email, and in-person; and effectively communicate in one-on-one and small group situations, which may include other employees, customers, and/or vendors
• Ability to resolve problems quickly involving multiple variables with limited supervision and/or procedural standardization
• Frequently required to lift, carry, or otherwise move up to 100 lbs. while working with medical equipment
• Frequently required to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment
• In order to service customer contracts, employees could be required to go through different credentialing processes. This is a requirement of this job.
  
  

Position Compensation And Benefits

• Flexible work schedule
• Exempt (Salaried) position; salary range commensurate with experience
• Company-sponsored benefits, including medical, dental, vision, life, disability, and 401k
• Paid time off and company-paid holidays
  
  

Avante Health Solutions is committed to a respectful and purposeful work environment; this includes each team member taking responsibility for the greater good of the company and its goal to provide exceptional products and services and to create a sustainable future for the company and its employee. Each team member is expected to strive for excellence in all aspects of their work, as well as actively engage in productive work.

Additionally, Avante Health Solutions is an Equal Opportunity Employer; we proudly promote a diverse workforce and do not discriminate. We encourage all employees and applicants who meet the position requirements to apply for advancement within the organization regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Harassment or inappropriate behavior of any kind is not tolerated and could be grounds for termination.

If assistance or accommodation due to a disability is needed, please discuss it with the hiring manager.