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Job Purpose:
The Field Service Technician (FST) is responsible for providing preventative maintenance and repair services on medical equipment utilizing a basic understanding of mechanical and electrical systems and components and a fundamental understanding of the tools and processes required to complete the work. The FST focuses on high quality service and builds customer relationships. The FST pursues opportunities to grow the service business through the closure of new service contracts and renewal of existing service contracts.
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Functions, Key Duties and Responsibilities:
- Provides preventative maintenance, repair services, installations, upgrades and inservicing at customer accounts in accordance with established standard operating procedures and techniques, using the proper tools, test equipment and replacement parts.
- Actively seeks opportunities to grow the Arjo service contracts business through the closure of new service contracts or the renewal of existing service contracts. This requires research to obtain knowledge and understanding of the opportunity/install base and status of current service contracts within the assigned territory.
- Assists the sales team in marketing company equipment (joint calls, in-services, sales leads, demo and trade show set-up, etc).
- Assists in assigned territory to achieve revenue goals as it relates to the sale of company products and services.
- Complies with all health and safety codes and procedures as mandated by company policy, customer requirements and regulatory agencies.
- Establishes and maintains positive and collaborative working relationships with internal and external customers.
- Provides services to customers in accordance with the terms, conditions and responsibilities stated in the company’s published warranty and maintenance contract policies.
- Assesses, provides cost estimates for, and completes repairs for customer-owned medical equipment.
- Provides training and support for quality-related service activities, such as quality control (QC) checks, product transportation processes, aesthetic maintenance and product cleaning.
- Assists in regulatory investigations by providing product assessments and documentation requested.
- Ensures reports are completed accurately and submitted within required deadlines.
- Participates and completes all required training programs, meetings and seminars.
- Adheres to and supports all company policies and procedures.
- Engages in self-appraisal and continuous learning and development.
- Manages local and van spare parts inventory.
- Submits all company expenses within the established guidelines and timelines as required by the Arjo Travel and Expense Policy.
- Works flexible hours and weekend to meet business/customer needs.
- Participates in any and all reasonable work activities as deemed appropriate and assigned by management.
Quality System Duties and Responsibilities:
- Build Quality into all aspects of their work by maintaining compliance to all quality requirements.
- Ensure compliance to all FDA and Worldwide Quality & Compliance regulations (As applicable to the job function).
- Must have the education and experience to understand and comply with U.S. and Worldwide medical device regulations (As applicable to your job function).
- Attend all required Quality & Compliance training at the specified interval.
- Adopt the “Beyond Compliance Quality Culture” in the work environment; always meet and exceed requirements.
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Knowledge/Skills/Experience:
Each organization shall have sufficient personnel with the necessary education, background, training, and experience to assure that all activities required by this part are correctly performed and shall establish procedures for identifying training needs and ensure that all personnel are trained to adequately perform their assigned responsibilities. Training shall be documented.
- Proficient with MS Office applications (Excel, PowerPoint, Word, Outlook).
- Strong verbal and written communication skills.
- Ability to read and understand mechanical and electrical schematics.
- Ability to work extended hours or outside assigned territory as needed.
- Ability to recommend/sell services based on observed customer needs.
- Demonstrated ability to work independently without close supervision.
- Ability to deal effectively with all employee and external business contacts while conveying a positive, service-oriented attitude.
- Ability and willingness to travel as needed on short notice and up to 80% of the time. Some travel may require an overnight stay.
- Must possess and maintain a valid driver’s license.
- Ability to move medical equipment, including the ability to lift up to 75 pounds and push or pull heavy objects using up to 135 pounds of force.
- Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
- Must be able to decipher data from computer-generated reports, software programs, technical manuals and written correspondence.
- Ability to learn intermediate level diagnostic and repair skills.
Personal Qualities:
- Associates degree in an electrical or mechanical discipline (or) suitable repair and maintenance experience with electrical equipment and/or a minimum of 3 (three) years of experience in a technical, repair or maintenance related field (experience repairing and maintaining medical equipment preferred).
- Electrical and mechanical assembly, repair or maintenance training and/or certifications preferred.
- Experience in selling or sales techniques (i.e. selling contracts or services) preferred.
- Experience working independently without close supervision.Experience in the Medical Device or Healthcare industry is a plus.
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Permissions:
Each organization shall establish the appropriate authority, and interrelation of all personnel who manage, perform, and assess work affecting quality, and provide the independence and authority necessary to perform these tasks.
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Supervision/Management of Others:
Individual Contributor
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Internal and External Contacts:
Main contacts:
- Internal: Service and Service Support team members, Sales, Finance, Customer Service
Main contacts:
- External: Arjo Customer or Potential Customer Representatives, Vendors
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Special Features/Conditions:
- Ensures environmental consciousness and safe practices are exhibited in decisions.
- Must travel as required to customer sites (overnight travel amount will vary depending on the territories to be covered); must reside within the assigned territory; must be able to operate an automobile (valid driver’s licensed required).
- Ability to travel by car or public transportation as needed to meet business needs.
- May work extended hours during peak business cycles.
- Must be able to lift a minimum of 75 lbs.
- Required to wear required personal protective equipment (including biological/chemical protection) when potential hazards exist on customer sites and in Service Centers.
- Must be able to complete series of inoculations when required.
- Major tasks require the use of hands, legs and feet.
- Ability to utilize computer and telephone equipment and other related office accessories/devices to complete assignments.
- While performing the duties of this job, the employee is frequently required to stand, walk and sit.
- The employee must have use of hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; speak and hear.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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