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Technical Field Specialist (Based in Dallas-Ft Worth Area)

Summary Statement

Supports customers and the sales force in technical issues with the superDimension system. Performs installation, service, and support in a technical capacity to the external customers. Supports sales department with demo systems, technical questions, and product improvement. Reviews, improves, and maintains technical documents for continued quality in the Service Department. Operates within a group service budget.

Position Responsibilities

• Perform system installation for customers
• Service systems in an efficient and timely fashion, including high rate of first visit service success
• Perform system preventative maintenance (PM) service to paying customers
• Drive purchase orders (PO) for PM Service and Extended Warranties
• Support customer system use with on-site or phone troubleshooting
• Work with the customer during site visits to accommodate their needs along with the system requirements
• Work with Sales Reps in the development of demo system improvements. Understanding and implementing viable ideas for improvements in the demo system. Survey reps in regards to new ideas and process their feedback
• Improve the installation process using field experience and customer feedback through document or process changes. Share information among the Service Department
• Aid in maintaining a customer database by keeping direct customer contact information up to date

Qualifications

• Experience or training in a medical setting, experiences in interaction with medical staff
• Familiarity and understanding of multi-disciplinary systems (software, hardware, mechanics & algorithms)
• Insight into the medical environment (terminology, procedures, instruments)
• Strong written and oral communication skills
• Detail orientated and organized. Quick learner and an ability to adapt to situations while at a customer's site
• Knowledgeable in Microsoft systems and applications, including word processing, spreadsheets, some programming experience a plus. General computer knowledge and networking experience is required
• Hands-on person with an aptitude for repair
• Analytical skills in error handling of multi-disciplinary systems under field pressure
• Ability to interact with a wide variety of personalities and methodologies of a diverse sales group
• Willingness to travel, 50%-70% out the office work, and work unconventional hours

Education

• Bachelor's degree with 3-4 years experience in the medical field; or experience greater than 5 years of medical equipment field service or support