My client is looking for a Field Service Engineer, home-office based in Germany, Frankfurt area. The person in this position has front-line responsibility for installations, remote and on-site diagnostics, repair services and preventive maintenance. The successful candidate must have proven ability to diagnose and resolve problems on highly sophisticated software, electronic and mechanical robotic device at clinical sites and major hospitals. Applicants must have the ability to work independently and have effective communication skills.
The Field Service Engineer role will be provided by personnel located in the field proximate to customer sites. The Field Service Engineer may support multiple sites in their geographical location. Field Service engineers may also work hours other than a traditional 8:00 am to 5:00 pm shift and may also occasionally work weekend days as part of their normal work days. The FSE may be asked to work overtime in addition to their current schedule.
2. ESSENTIAL DUTIES AND RESPONSIBILITIES
2.1 PRODUCT SUPPORT
Provide installation, repair and maintenance support for systems located at customer sites, primarily in the Frankfurt area and to customers in Germany, but also occasionally in Switzerland, the rest of Europe and throughout the world.
Support is provided to the customer remotely by phone, internet and by on site visits, as determined by the machine status or customer requirements.
Promoting the highest level of customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
Self management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately and customer satisfaction is optimized.
Accurate and clear documentation of work activities are to be completed within the Customer Management software program, such that these records provide appropriate documentation of the product service history for Device History File records.
Appropriate care of parts inventory and prompt return of replaced parts that are required to be returned to the stock for processing.
Appropriate management and timely completion of Timecards and expense reports incurred in the field service of systems.
Assist in the development of service documentation, in conjunction with the Customer Service team.
Assist in the training of further Customer Support staff and customer on site personnel with respect to maintenance and service activities, as required.
Assist in identification and development of Field Support tools and test equipment.
Follow Company training as needed.
Learn and apply all internal policies and processes.
Maintain company vehicle (if provided) in accordance with fleet vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance.
2.2 PRODUCT DEVELOPMENT
Provides feedback through the Customer Service group for service related product improvements that could improve Mean Time to Access (MTTA) and Mean Time to Repair (MTTR), or improvements in mean Time Between Failures (MTBF).
Assist in the development, documentation, and testing of service tools and design updates to the product.
Works effectively with other engineers, scientists, subcontractors, and consultants.
Support project team activities, with attendance at team meetings, representation of Field Service requirements, and provision of documentation as required.
Observe Safety Program requirements and work practices.
Help ensure that safety requirements and quality considerations are pro-actively addressed and implemented in the design of the product.
Communicate to the corporate, or where possible directly address, quality issues raised by customers, in a timely fashion.
Supports the Quality System and Safety and Health Program by following procedures and mentoring others.
Takes ownership of individual safety to maintain a safe work environment.
2.4 PHYSICAL REQUIREMENTS
The employee must routinely lift and/or move physical inventory, tools and test equipment, office supplies, or stored records weighing up to 40 kg.
The employee must occasionally move or transport physical inventory weighing up to 800 kg utilizing lifting/moving devices such as jib cranes, boom cranes, lifting fixtures, hand dollies and equipment dollies.
The employee must periodically lift/move/or hold in place machine parts weighing up to 40 kg.
The employee occasionally is required to climb ladders, kneel, or crouch as required during servicing of equipment.
3. REQUIRED QUALIFICATIONS
Bachelor’s degree in engineering or physics. Other qualifications with significant related work experience may also be considered. (I.E. military technical training/experience, BS in electronics, Electro-Mechanical or Biomedical Engineering Technology, AS in Electronics, Electro-Mechanical or Biomedical Engineering Technology). An understanding of medical physics is desirable.
At least 3 years of field support, engineering or manufacturing experience with high technology electrical/electronic products. Prior work experience with a Medical Device manufacturer would be a plus.
Hands-on experience with electronic test equipment.
Excellent troubleshooting and problem solving skills.
Good H/W and S/W computer skills, including network knowledge and the use of standard office software programs including spreadsheet, word processing and email applications. Ability to quickly learn to use new software tools.
Experience in basic administration of Windows-based computer hardware, software, and networking would be an advantage.
Fluent reading, writing and speaking in German and English.
Excellent communication, organizational, and customer relations skills and strong customer service orientation. Ability to work efficiently under pressure.
Team player - ability to work well in a close team environment.
An ability to travel is required. Personnel can expect approximately 50% travel time. On occasions you may be away from your home base for multiple days and on rare occasions may be asked to travel internationally. Must be comfortable with extensive travel, sometimes on short notice, and occasional after-hours support requirements.
Must possess a valid driver’s license and good driving record.