East Coast Field Service Engineer US

Arineta Ltd.; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Arineta Ltd. is seeking a Field Service/Support Engineer to cover the US East Coast and surrounding areas. The role involves delivering Tier 1–3 technical support to the US service team and customers for healthcare CT scanners and related modalities.

Travel 25–40% is expected, with on-site and remote support for field installations, training, and issue resolution. Candidates with CT scanner experience and strong customer-facing skills are preferred.

Qualifications

• Associates, Bachelors or equivalent technical field experience.
• Engineering or practical engineering degree in a relevant area or proven experience in a similar position
• Preferred – 4-5 years of technical support or a related customer facing role, with at least 2 years in a technical role in a global company.

Responsibilities

• Provide Tier 1 thru Tier 3 technical support to the US service team and customers.
• Tier 1-3 Technical support includes troubleshooting, devising workarounds, and escalating complex investigations for system issues & PMs in the field.
• Lead root cause investigation, troubleshooting, & investigation of field service issues using multiple tools and data sets, and by working directly with Global service team for problem resolution.
• Lead field installation for US sites thru on-site and remote support. Provide ongoing installation training and feedback as needed. (Project management)
• Could train field engineers, both by lectures and hands‑on if needed
• Support customer complaint handling and be able recording the complaints in CRM system.
• Ability to write and provide feedback for technical service instructions.
• Maintain and constantly improve self-knowledge and system technical knowledge.

Skills

Tier 1-3 support

Root cause investigation

Troubleshooting

Field installation

Training field engineers

CRM system

Technical service instructions

Healthcare CT scanners background

Education

Engineering degree or equivalent

Tools

CRM system

Job description

East Coast / New York State & surrounding areas. Preferred Service area New York but not limited to only New York.

Arineta develops and manufactures advanced CT scanners. Field service is provided by the local technical teams.

Skills :

The candidate is expected to:

• Provide Tier 1 thru Tier 3 technical support to the US service team and customers.
• Tier 1-3 Technical support includes troubleshooting, devising workarounds, and escalating complex investigations for system issues & PMs in the field.
• Lead root cause investigation, troubleshooting, & investigation of field service issues using multiple tools and data sets, and by working directly with Global service team for problem resolution.
• Lead field installation for US sites thru on-site and remote support. Provide ongoing installation training and feedback as needed. (Project management)
• Could train field engineers, both by lectures and hands‑on if needed
• Support customer complaint handling and be able recording the complaints in CRM system.
• Ability to write and provide feedback for technical service instructions.
• Maintain and constantly improve self-knowledge and system technical knowledge.
• Prefer candidates with experience working on multidisciplinary systems Healthcare CT scanners background is highly relevant to the role. Other large complex modality experience is consider (MRI, Vascular, etc…)

Customer Ownership:

• Establish rapport with customers thru experience, knowledge and customer soft skills.
• Provide appropriate, timely, and regular communications to customer and internal key stakeholders regarding customer and equipment issues.
• Demonstrate a sense of urgency to identify and assist in identification and resolution of customer issues. Follow the appropriate escalation process.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times.
• Gain understanding of customer’s business and competitive environment.
• Help lead and cultivate a culture of Arineta values and integrity
• Associates, Bachelors or equivalent technical field experience.
• Engineering or practical engineering degree in a relevant area or proven experience in a similar position
• Preferred – 4-5 years of technical support or a related customer facing role, with at least 2 years in a technical role in a global company.

Travel :

• Willing to travel locally and possible national travel as need for escalated customer service needs
• Willing to travel overseas for system training and supporting system installation.
• Expected travel 25-40%

Advantage Experience :

• Excellent analytical and problem-solving skills.
• Willing to work flexible hours as requested to cover continental US time zones.
• Provide effective field service in a timely manner.
• People person that enjoys customer interaction and getting customers excited aboutthe company solutions.
• Multitasking abilities to drive critical issues simultaneously.
• Team player with great communication skills, loves working with people of all kinds.

Subordinate to :

Reports to North America Head of Service

Comments :

The position is in the US – East Coast / New York state and surrounding areas.

Position may need to travel based on business or escalation needs.