Field Service Representative - Medical Device - Youngstown Oh

6+ years

Not Disclosed

Remote, USA

10 Nov. 20, 2024

Job Description

Job Type: Full Time Remote Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm/ Life Sciences Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Job Title: Field Service Representative – Visionix Products (100% Travel)

Job Summary

The Field Service Representative provides in-field service support for Visionix products, including Briot-Weco, Optovue, and Visionix devices. This role involves installation, maintenance, troubleshooting, repairs, and service support for these products, ensuring the highest level of customer satisfaction. Responsibilities also include inventory management, travel expense reimbursement, and interaction with end users, sales reps, and service management. The Field Service Representative is expected to work efficiently within a set service territory, completing tasks with professionalism and maintaining company standards in all aspects of the role.

Key Responsibilities

Troubleshoot and resolve hardware, software, or system issues on-site, remotely, or through documentation.
Assess, diagnose, and repair all assigned products, including installations, upgrades, and routine maintenance, in compliance with Optovue guidelines.
Provide post-installation support and troubleshooting in alignment with FDA regulations.
Plan and manage travel for on-site customer service visits, ensuring efficient and timely service.
Maintain accurate field service documentation, including work schedules and daily updates, in line with company procedures.
Submit monthly expense reports in accordance with Optovue policies.
Manage and maintain spare parts inventory, ensuring return of specific parts according to company guidelines.
Maintain company-issued test equipment and support tools.
Interface with customers in a professional and calm manner, ensuring customer satisfaction and product compliance.
Assist in training and supporting new Field Service Engineers (FSEs) and provide ongoing technical assistance.
Identify and report any adverse events or device deficiencies to Medical Safety, per company protocol.
Identify sales opportunities and suggest product or documentation improvements.
Assist with additional projects and duties as requested.

Qualifications

Bachelor’s degree in Engineering, Sciences, or a related field, or an equivalent combination of education and experience.
6-8 years of experience in a technical support or field service role.
Strong technical proficiency with excellent problem-solving and analytical abilities.
Exceptional communication skills to interact effectively with customers via phone, email, and in person.
Knowledge of optics theory and functionality is desirable but not required.
Must pass advanced training for servicing fine mechanics and optics.
Ability to service equipment as trained and provide guidance to other Field Service Engineers (FSEs).
Extensive travel within the U.S. is required, including air and automobile travel. Must be able to obtain credit for business expenses, which will be reimbursed upon submission and approval.
A valid driver's license and a good driving record are required. The position involves an average of 4 hours of driving per day.
Must be able to lift up to 80 pounds and work in a customer office environment, which may require standing, bending, or stooping.

Special Demands

Ability to meet physical requirements of the job with or without reasonable accommodation.
Regular use of hands for operating computers, phones, and tools.
Must be able to carry small parcels and walk short distances.
Requires the ability to meet safety-related requirements.

Travel Requirements

100% travel across the U.S. and its territories.

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