Field Service Representative - Medical Device - Cleveland OH

ZipRecruiter; Lombard (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Field Service Representative to provide in-field support for Visionix products. The role involves troubleshooting, installation, and maintenance, requiring strong technical skills and the ability to travel extensively within the US.

Qualifications

• 6-8 years in Technical Support or Field Service.
• Knowledge of optics is desirable but not required.

Responsibilities

• Troubleshoot hardware, software, or system issues.
• Manage travel to customer sites requiring service.
• Maintain spare parts inventory.

Skills

Technical Support

Problem-Solving

Analytical Skills

Communication

Education

B.S. in Engineering

Job description

Scope:

The Field Service Representative provides in-field support for all Visionix products, including Briot-Weco, Optovue, and Visionix. Responsibilities include installation, repairs, preventive maintenance, and service support. The role involves scheduling service visits, completing necessary paperwork, managing RMAs, inventory, and travel expenses, and providing support to end users, sales reps, and others.

Responsibilities:

1. Troubleshoot hardware, software, or system issues face-to-face, via documentation, or remotely.
2. Assess, diagnose, and repair products within the assigned territory, including maintenance, installations, and upgrades per training and guidelines.
3. Resolve customer issues and communicate with the Field Service Manager.
4. Provide remote and on-site support as needed.
5. Support post-installation and ensure compliance with FDA indications of use.
6. Manage travel to customer sites requiring service.
7. Complete work assignments, documentation, and work schedules daily.
8. Submit monthly expense reports per company policies.
9. Maintain spare parts inventory and return designated parts as per policy.
10. Interact professionally with customers, maintaining a calm, pleasant demeanor.
11. Maintain company-issued testing equipment and tools.
12. Assess IT needs based on practice layout and provide advanced database management and troubleshooting support.
13. Assist in training new Field Service Engineers and provide technical support.
14. Suggest improvements for products and documentation, and identify cost-saving opportunities.
15. Report adverse events and device deficiencies per protocol.
16. Create sales opportunities by assessing customer needs.
17. Assist with other projects or duties as assigned.

Requirements:

1. B.S. in Engineering, Sciences, or equivalent experience.
2. 6-8 years in Technical Support or Field Service.
3. Strong technical, problem-solving, and analytical skills.
4. Excellent communication skills for interactions via phone, email, and in person.
5. Knowledge of optics is desirable but not required.
6. Ability to pass advanced training in fine mechanics and optics.
7. Willingness to travel extensively within the US, including overnight travel.
8. Valid driver’s license with a good driving record.
9. Ability to sit, stand, bend, and stoop; lift up to 80 pounds; and perform physical activities as required.

Special Demands:

The candidate must meet all physical requirements, working in office and remote environments, with the ability to stand, sit, talk, hear, reach, and operate equipment. Must meet safety requirements and be capable of lifting and carrying parcels.

Travel: 100% within the US and territories.

Location: Remote