Service Engineers

SUMMARY OF THE JOB-

The FSE is responsible to manage the customer support system in the installation, service and repair of all company products.Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires and complaints.

ESSENTIAL DUTIES AND RESPONSIBILITIES-

Schedule and perform the installation, operation, repair and modification of equipment within assigned territory.

Manage region and schedule to facilitate all aspects of technical/ engineering work required to support all products serviced by the Company's technical department.

Responds to customer requests for emergency service.

Determines cause(s), troubleshoots and takes corrective action.

Provides guidance to customers to include Doctors, Nurses and hospital biomedical engineers and assists when customer satisfaction issues arise.

Work closely with commercial team to support them in all technical matters and issues related to the Company products

Implement preventative maintenance programs and maintains performance and service records for equipment.

Manage customer expectations on a regular basis before andafter various interactions to ensure customer satisfaction.

Communicate business related issues or opportunities to next level Management

Follow Company guidelinesrelated to Health, Safety and Environmental Practices

Comply with all Federal, State, local and Company regulations, policies, and procedures

Performs other duties assigned as needed

REQUIRED EDUCATION/TRAINING and/or EXPERIENCE:

Bachelor Degree / Associate degree / diploma in Engineering

Preferred in:

oElectrical Engineering / Electronics Engineering or similar

oComputer Science

2 years field service experience preferred

Basic computer knowledge to include: Word, Excel and Powerpoint

REQUIRED KNOWLEDGE, SKILLS, ABILITIES and CERTIFICATIONS/LICENSES:

Standard test equipment to include:

oDigital Volt Meter (DVM).

Effective verbal and written communication skills

Knowledge of service management systems.

Organizational skills.

ADDITIONAL POSITION REQUIREMENTS

Office/Field

Ability to travel on short notice within India

Frequent air travel.

Ability to work weekends and off hours as needed to support customer and business needs

Heavy lifting of equipment and excessive standing, lifting and bending will be required.

Respect and apply safety rules and procedures at all times

Use personal protective equipment (PPE) and safety devices as required.

Completes required trainings for supported products and processes.

Acts as customer advocate to represent customer needs internally.