Field Service Engineer

Job description

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. Job Type On Site Job Summary Responsible for performing all functions that are required to provide technical support, service and repair for ZOLL product lines. The Field Service Engineer must understand and comply with all ZOLL procedures, work instructions and timelines pertaining to product service and management of customer complaints. Service work will be conducted at the customers' site (hospital) and occasionally at the ZOLL facility. Essential Functions Respond to requests from customers, Sales, Clinical staff, Distributors and/or end-users for technical support. This includes telephone and email support and hands-on troubleshooting and repair activities. Schedule and perform Planned Preventive Maintenance, troubleshooting, repair and testing of roduct lines at the customer hospital site or at the ZOLL service center as required. Work in accordance with all current released procedures, test methods and forms. Complete all required service documentation in ZOLL systems in a timely manner for device service history files and compliance regulations. Provide technical training of ZOLL product to ZOLL distributors or clinical staff as directed. Maintain system setup, removal, service and other event documentation in compliance with ZOLL and federal medical device reporting requirements. Comply with Corporate and local complaint handling procedures for product lines including device investigations, writing investigation reports. Provide input to manufacturing engineering, supply chain and R&D teams to improve performance and reliability of product lines based on findings in the field. Support ZOLL sales, clinical associates and others as requested with console setup and operational training for ZOLL product lines. Required/Preferred Education and Experience Bachelor's Degree Electrical Engineering or Biomedical Engineering preferred 4-6 years hands-on experience in the troubleshooting and repair of medical equipment in the hospital, clinic or corporate environment. Hospital Biomed experience highly preferred. preferred Knowledge, Skills and Abilities A thorough understanding of FDA and ISO 13485 medical device quality system standards and requirements. Must be self-motivated, use independent judgment and be able to prioritize scheduled workload to meet daily and monthly business requirements and objectives. Must have excellent communication and organizational skills and a customer-focused attitude, comfortable working in busy hospital environments. Strong technical skills in electromechanical and/or other medical devices. Ability to interact with different types of customers professionally and calmly in various situations including hospitals. Understand, assess, and escalate customer problems to the international ZOLL organization in a timely manner. Excellent organizational and follow-through skills, mature interpersonal skills, self-motivated and problem solver. Demonstrated self-discipline and time management skills. Able to perform multiple tasks efficiently and on time without the need for close daily supervision. Strong attention to detail and accuracy in workmanship and documentation compliance is required. Positive, flexible attitude, responsible, dependable, reliable, professional and customer-focused behavior. Ability to utilize tools including databases, spreadsheets, email and other means available to effectively perform the required tasks. Strong written and verbal skills with knowledge of standard Office computer applications. Must be able to work independently as well as in a team environment under the direction of the ZOLL Circulation US service manager. Travel Requirements 80% Up to 80% domestic travel and occasional international air travel is required, with non-standard working hours. Physical Demands 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. Standing - Constantly Walking - Constantly Sitting - Occasionally Lifting - Constantly Carrying - Constantly Pushing - Constantly Pulling - Constantly Talking - Occasionally Hearing - Frequently Repetitive Motions - Constantly Eye/Hand/Foot Coordination - Constantly Working Conditions Extreme cold - Occasionally Extreme heat - Occasionally Humidity - Occasionally Wet - Occasionally Noise - Frequently ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients's lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.