Field Service Engineer- Medical Devices - Leicester (Permanent)

Position Responsibilities

Field Service Engineering will create/execute resources and programs. The Engineer will also have direct input to the Director of Service, Operations and engineering teams. This input will be critical to further enhance product reliability, operability and serviceability of the products on a global basis.

Provide on site support and phone support to field service organisation problems and product issues related to software, firmware, networking and their clinical applications

Take a leadership role in the personal ownership of the customer experience. Facilitate customer resolution through initiation of problem escalation and set up conference calls to engage the necessary resources for problem resolution in timely fashion.

Directly communicate and build reports with customers as required. Follow up with unsatisfied customers to ensure all issues are resolved.

Support new product introductions and first of kind installations

Escalate/own and stay focused in driving the resolution of issues through the appropriate channels and team members

Responsible for status reporting to internal/external customer support teams

Participate as a technical resource and or customer advocate as needed

Provide technical and support to sales and applications as needed

Provide technical evaluation of service engineers and make recommendations regarding formal technical training requirements.

Improve productivity by highlighting deficiencies and recommending change in tools, training and processes

Experiences, Knowledge, Skills and Abilities

Experience servicing and troubleshooting electrical/electronic equipment

3 years of experience servicing/installing Medical imaging equipment preferred

Basic Skills and qualifications with handling computers SW installations and upgrades, electronic-mechanic assembly.

Able to work independently

Approximately 60%-70% travel

Strong sense of customer service with excellent interpersonal skills