Service Engineer - Baltimore, MD

Are you a SME with 3-5 years of experience in a customer service/support role and have a Bachelor's Degree in Engineering? Do you have an IT/Networking background?  Is your experience troubleshooting software, hardware and IT/networking issues?  If so, read on and let's talk.  


Responsibilities: Seeking a Service Engineer to join our team to serve as the technical SME for assigned Medical Diagnostic instruments, be accountable for service readiness and product life cycle management of these products to meet all functional and business objectives. The SME will be responsible for training, assisting with escalation of complex instrument repairs, monitoring product health metrics and being the voice of service during product development. The individual will also be part of the broader cross-functional teams within the organization and provide leadership to the extended field service team located around the world with a focus on enhancing the customer experience.

  • Serve as the technical SME and develop tools and documentation necessary to assist during product installation, repair, troubleshooting and maintenance.

  • Develop, implement and maintain worldwide customer support strategy for new and existing products based on marketing and sales initiatives.

  • Lead the project representing Service function. Works independently to identify and manage the key deliverables for Service.

  • Shows leadership in coordinating activities among cross functional team members to support completion of assigned projects.

  • Demonstrates excellence in new product development and ability to mentor department associates on product lifecycle best practices.

  • Acts as a liaison between Service and other functions to determine root cause during product performance issues and provides feedback for product improvements.

  • Tracks service related product health metrics for instruments that are placed globally and makes appropriate recommendations for continuous improvement and operational efficiencies.

  • Prepares formal written reports, documents and presentations to communicate with a wide-range of audiences, including senior leadership, external stakeholders and field service team members.

  • Participates and drives the development of tools which aid in field repairs and meet worldwide needs. Manages and prioritizes tasks to flex to the demand to meet deliverables on assigned projects.

  • Utilizes expertise to create, develop and maintain training programs on supported products and drives regional self-sufficiency.

  • Represent Service Support Team on product development teams and drive to improve reliability, reduce service costs and improve customer satisfaction.   Identifies, proposes and implements improvement opportunities whether departmental or product related.

  • Maintains and enhances the departmental standards of performance and promotes a safe working environment throughout the organization.

  • Illustrates ability to simplify complex problems

Requirements:

  • Bachelor’s degree in Mechanical or Electrical or Systems Engineering or related education.

  • 5 years of work experience in related fields such as Technical field service, Manufacturing or R&D Engineering.

  • 3-5 years of experience troubleshooting software, hardware and IT/networking issues (emphasis in IT/Networking), but experience in all areas.

  • Self-motivated and action oriented team player with good communication and interpersonal skills; must be able to navigate in matrix organization and work with global team members.

  • Ability to develop and implement long-term strategies and short-term tactical plans to align with business goals and meet customer demands.

  • Excellent technical and problem solving skills of varying complexity.

  • Can accommodate occasional evening/weekend work as needed and is able to travel domestically and internationally up to 25% of the time.

Desired:

  • Familiar with various standards for Medical Devices such as FDA, HL7, ISO, UL.

  • Prior experience in field service organization specifically dealing with Medical instrumentation.

  • Experience with levering SAP and Salesforce platforms for data mining & analytics.

  • Experience with basics in networking.

  • Experience with basic commands in Unix and Linux.

  • Experience with high precision optical and imaging systems.

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