Field Service Representative - Medical Device - Youngstown OH

ZipRecruiter; Youngstown (OH); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company is seeking a Field Service Representative to provide in-field service support for Visionix products. This role involves installations, repairs, and maintenance, requiring excellent communication skills and technical proficiency. The ideal candidate will manage travel to customer sites and maintain a high level of professionalism while resolving customer issues.

Qualifications

• 6-8 years’ experience in a Technical Support or Field Service role.
• Must be able to pass required advanced training to service fine mechanics and optics.

Responsibilities

• Troubleshoot hardware, software, or system issues face-to-face with equipment.
• Provide both remote and on-site support to customers.
• Complete field service documentation and work schedule daily.

Skills

Problem Solving

Communication

Technical Proficiency

Education

B.S. in Engineering or Sciences

Job description

Job DescriptionJob DescriptionDescription:

Scope:

The Field Service Representative provides in-field service support to all Visionix products. This includes the Briot-Weco, Optovue, and Visionix products. This service support includes the installations, repairs, periodic / preventative maintenance, and service support to these products. Whether “Central Dispatch” OR self-scheduling, the Field Service Rep. will expedite the service visits assigned to them. To complete work including the paperwork and documentation necessary for the job’s completion, the RMA returns, Inventory management, and travel expense reimbursements necessary as deemed by Service Management. To interact with and provide both verbal and written support to end users, sales representatives, and others.

Maintains timely, complete, and accurate problem status data, assessing and resolving end-user problems in assigned product areas and replicating client-reported problems. Maintains all company property (inventory, tools, diagnostic equipment, etc.) in accordance with company policies.

Maintains a high level of professional communication with customers, Sales, the Service department, and management. Represents the company with the highest degree of professionalism.

Responsibilities:

• Must be able to troubleshoot hardware, software, or system issues face-to-face with the equipment, with documentation, or remote.
• Assess, diagnose, and repair all products within an assigned service territory, including periodic maintenance, installations and upgrades per specific training, manuals and Optovue guidelines.
• Resolve customer issues within region and communicate with Field Service Manager.
• Provide both remote and on-site support to customers when required.
• Provides post-installation support and troubleshooting to assure compliance with FDA indications of use.
• Plan and manage travel to all customer sites requiring service.
• Complete work assignments as directed from management and received from Technical Support.
• Complete field service documentation and work schedule on a daily basis according to written procedures.
• Complete and submit a monthly expense report according to Optovue policies and procedures.
• Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy.
• Interface with customers in a professional, pleasant, and calm demeanor.
• Maintains company-issued test equipment and support tools.
• Assess the electronic information technology needs (network and database structure) in accordance to the layout of the practice.
• Provide and suggest advanced computer database management, setup, troubleshooting and transfers with Optovue products.
• Responsible for assisting in training of new FSE’s.
• Provide technical assistance for all FSE’s.
• Make suggestions for product and documentation improvement.
• Provide input regarding cost saving suggestions.
• Identifies and reports all adverse events and device deficiencies to Medical Safety\ per company protocol.
• Create and identify sales opportunities by assessing the needs of our customers.
• Assist in other projects or \duties, as assigned or requested

Requirements:

Requirements:

• B.S. in Engineering or Sciences or an equivalent combination of education and experience.
• 6-8 years’ experience in a Technical Support or Field Service role.
• High degree of technical proficiency, excellent problem-solving skills, and analytical abilities
• Excellent oral, written, and interpersonal skills to effectively deal with customers by phone, email and personal contact.
• Knowledge of Optics theory and functionality desirable but not required.
• Must be able to pass required advanced training to service fine mechanics and optics.
• Ability to effectively service the equipment on which training is completed.
• Extensive overnight travel is required by automobile and air.
  • Must be willing to travel in the US, for meetings, exhibit support and coverage outside assigned territory. The FSE must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
• The position requires an average of four (4) hours driving per day. Must have a valid driver’s license and good driving record.
• Works in a customer’s office environment. Must be able to sit, stand, bend and stoop as required.
• Must be able to lift up to 80 pounds.
• Thirty percent of the average workday is spent standing or walking.

Special Demands:

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation. Work is performed in an office/remote environment. While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

Must have the ability to lift and small carry parcels, packages and other items, to walk short distances. Will be required to meet safety-related requirements

Travel: 100% of travel in the US and it’s territories is expected.

Location of Role: Remote