Field Service Technician

MGC Diagnostics; Calgary; On-site; CAD 70,000 - 100,000; Full time

Job summary

MGC Diagnostics in Canada is seeking a Field Service Engineer to provide on-site service for MedGraphics systems, including maintenance, installation, recertification, and upgrades.

You will support customers in hospital and clinical settings, travel up to 90% of the work week, and document service activities in CRM. Strong English and French communication is required, along with a biomedical or electronics background such as a BSEE or related degree and at least 2 years field service experience.

Qualifications

• BSEE or Bio-med degree, or electronics-related 2-year degree.
• Minimum 2 years field service experience servicing medical equipment.
• Excellent communication in English and French.
• Ability to travel up to 90% of the work week.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Provide on-site remedial service, preventive maintenance, installation, recertification, and upgrades.
• Interface with Field Service Support and Product Managers to ensure prompt service.
• Complete all service reports and CRM entries weekly.
• Travel and schedule coordination to maximize customer satisfaction.
• Ensure documentation accuracy and adherence to CPI policies.

Skills

Bilingual (English/French)

Customer service

Time management

Problem solving

Communication

Education

BSEE or Biomedical degree

Electronics-related 2-year degree

Job description

Provide technical support and service for all MedGraphics' Systems as well as new products and product revisions by providing on-site remedial service, preventative maintenance, product installation, product recertification and upgrades.

The FSR can assist customers and bio-medical engineers who need technical assistance. Meets standards set by Field Service Manager for improving customer satisfaction and reducing warranty expenses and advises design engineering, as requested to produce the most serviceable and maintainable products consistent with corporate objectives.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interface with Field Service Support Team, and Field Service Manager to provide prompt courteous, and effective service support to MGC Diagnostics customer base.
• Strong communication skills in both English and French.
• Complete documentation of service call and transfer reports to MGC Diagnostics Field Service Support Center.
• Relay updates regarding customer database changes regarding equipment, operators, location, or accounting information.
• Interface with Field Service Support Team, Product Managers, Quality Assurance, and Technical Support with input for new products and product revisions to ensure requirements for documentation and serviceability are met.
• Controls service inventories assigned, and ensures all equipment sent to customer is returned.
• Provide service, and sales management with timely written reports on recommendations, progress and concerns.
• Fills out and completes all assigned open cases in CRM in a timely (weekly) fashion. Finished expense reports quickly and efficiently in a timely (weekly) fashion.
• Continually monitors personal expenses maintaining high efficiency and low cost as daily goals.
• Communicates effectively with service team and dispatch to ensure travel schedule is effective, efficient, and customers are satisfied.
• Has the proven ability to correct system issues and install the basic system set up for a customer onsite.
• Complete training as identified by standard operating procedures and procedural work instructions.
• Regular attendance is an essential job function.
• Accept all other responsibilities as assigned.
• Follow all company policies and procedures relating to confidential propriety information (CPI) including but not limited to what is outlined in the Confidentiality and Non-Solicitation Agreement.

Competencies/Success Factors

• Clerical/Technology Skills
• Time Management
• Customer Focus
• Ethics/Integrity/Values
• Company Character
• Problem Solving

Supervisory Responsibility

This position has no supervisory responsibilities.

This job operates with in hospital settings, clinical buildings, research centers and university training facilities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to lift 50 pounds, and maneuver MGC Diagnostics Equipment.
• Training as required for position by corporation - see MGC Form 122.

Travel

Must be able to travel for business by plane or car up to 90% of the work week.

Required Education and Experience

• BSEE or Bio-med degree or minimum 2-year degree in electronics or related field with a minimum of 2 years field service experience servicing medical equipment.
• Excellent communication skills (English and French required).
• Ability to interact positively under all situations.
• Trouble shooting and problem-solving abilities.
• High computer efficiency.

Preferred Education and Experience

• 3-4 years of experience in the industry.
• 3-4 years of related work experience.
• Associate degree in Electronics Technology or formal training in Biomedical Engineering.

Additional Eligibility Qualifications

Must possess a valid driver's license, have reliable transportation, and be able to travel by air to various locations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MGC Diagnostics is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.