Service Support Engineer

Job Description Summary

The Service Support Engineer (SSE) is a critical resource to Avante’s field service and training operations. Through technical expertise and troubleshooting, the SSE ensures an efficient and accurate response to customer service and parts calls. With access to parts inventory and QA testing bays, the SSE ensures the availability of high-quality parts and assists in the development of new and improved testing procedures. In addition, the SSE is responsible for training, developing, and preparing the Field Service Engineer (FSE) and Junior Field Service Engineer (JFSE) talent pool for field service. The SSE will also keep detailed training records and assist the Field Service Training Manager (FSTM) with the creation of training documentation and programs. The position provides remote technical support and in-territory assistance to FSEs when necessary. The SSE position is an onsite position that requires daily or regular attendance in the Avante Charlotte COE.

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.

Essential Job Functions & Responsibilities

• Collaborates with the Technical Solutions Director and Director of Warehouse Operations to train and/or schedule onsite training to ensure that FSEs and JFSEs receive necessary professional development
• Inspects and tests fully repaired parts to ensure quality control and that Original Equipment
• Manufacturer (OEM) specifications and guidelines are adhered to
• Maintains assigned Quality Assurance (QA) Bays
• Supports the service, parts repair, and other support teams with technical expertise and assistance in the development of new and/or improved troubleshooting and testing procedures
• Serves as an instructor for customers and provides onsite customer training
• 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 manners

• Assists Modality Support Specialists (MSS) with preparation and materials needed for training classes
• Uses critical thinking to resolve issues within defined procedures and practices to identify appropriate action to repair equipment rapidly and accurately
• Provides remote Tech Support via 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

• Communicates with 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
• 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

• Trains and disseminates knowledge to the rest of the organization regarding equipment
  
  

troubleshooting and repair

• 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 includes 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
  
  

Experience/Training/Education

• 2 to 4 years of medical diagnostic imaging troubleshooting and repair experience required
• 1-3 years of diagnostic imaging field service repair experience in Cath/Angio or CT required.
• Associate degree in biomedical, electrical/electronics, or computer engineering technology; military training; or equivalent combination of education and experience
• Above average troubleshooting knowledge of any combination multi-OEM/multi-modality (Philips CV/CT or GE CT preferred)
• Any other CT or CV experience a plus
  
  

Other Requirements

• 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 customers, vendors, and/or other employees
• Proficient with Microsoft Office, including Word, Excel, and Outlook
• Ability to work in a fast-paced environment while juggling multiple projects/tasks
• Ability to resolve problems involving several variables with limited supervision
  
  

Knowledge/Skills/Abilities

• General: Exceptionally strong analytical and problem-solving skills. Strong ability to communicate, strategize, implement and retain effective business relationships. Exceptional ability to speak and write effectively in a business environment. Ability to maintain an elevated level of accuracy in preparing and entering data. Superb time management and organizational skills with the ability to meet regular and frequent deadlines. Attention to detail required. Ability to work well as a team member. Must demonstrate sound work ethic, flexibility, respectfulness, honesty, and trustworthiness. Must also be punctual and dependable. Must possess cultural awareness and sensitivity. Must be attentive to company goals, timelines, and individual responsibilities to reach those as a team.
• Technical: Requires knowledge and understanding of oncology and/or diagnostic imaging equipment. Requires utilizing precision tools to troubleshoot, diagnose, and repair oncology and/or diagnostic imaging systems and parts. Ability to follow written technical directions, read and understand technical drawings, correlate technical documentation and/or instruction to system function and performance. Effective use of Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Excel, Teams; ability to use and understand Enterprise Resource Planning (ERP) software and to use or learn specific software needed to improved productivity.
• Communication: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write effective, collaborative correspondence. Capacity to read through policies, reporting, and compliance requirements. Ability to speak effectively with customers and employees of the organization. Ability to use multiple forms of communication such as e-mail, text, MS Teams, virtual conferencing, Phone, etc. and to understand the method for highest priority or informational communications.
• Math & Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to calculate figures and amounts such as discounts, interest, commissions, proportion, percentages, and volume; ability to apply algebraic concepts. Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative.
  
  

Physical and Environmental Elements

Physical Demands: Ability to bend, crouch, kneel, climb, balance, or otherwise maneuver body while servicing and/or inspecting medical equipment. Capacity to reach with hands and arms for at least 1/2 of the normal work shift. Ability to climb stairs, lift, carry, or otherwise move up to 100 lbs. while working with medical equipment. Ability to talk or hear continuously. Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less). Finger dexterity is required frequently for over 3/4 of the normal work shift

Work Environment: Position is typically performed at the Avante Charlotte COE with moderate noise levels and may interact with the production/warehouse environment where temperatures are subject to outdoor conditions in terms of cold and heat. There is exposure to large medical equipment and parts, heavy machinery, and high-voltage electricity, various tools, and equipment, as well as forklift operations and corresponding noise levels. The position will also be subject to an environment of periods of ionizing radiation, high magnetic field, RF (Radio Frequency) signal emissions, high voltages (floating and ground referenced), Inert gasses (i.e.; Helium, Nitrogen, SF6-Sulfur Hexafluoride), Cryogenic Liquids (Helium, Nitrogen), possible biohazards on equipment (excrement, blood, etc in a patient environment), possible situations of communicable diseases as working in a hospital and/or patient treatment environment.

Special Requirements

• May need to travel up to 20%
• Must be ready, willing, and able to travel by all modes of transportation
• Have a valid driver’s license and Motor Vehicle Record meeting company requirements and guidelines for insurability
  
  

Company Culture

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.