Document Type: Job Description Position Title: Field Service Engineer 2 (FSE 2) Reports To: Field Service Manager Revised: 05/27/2025 Company Overview At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact—where a team of dedicated individuals goes above and beyond to make a real difference in people’s lives. As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that’s truly making an impact in the healthcare industry, this is the perfect opportunity. To make you a hero for your patients, we go the mile after the extra mile – We are the Solutionists of Solutech. Functional Description Operations apply to all field services (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possess a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineers get the support they need quickly and have confidence that the team is behind them. It is management’s commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team. Success is defined and measured with one objective – REDUCE MEAN TIME TO REPAIR. “Mean time to repair” is defined as the total time (minutes/hours) taken to complete the following tasks: - Receive call - Respond to site (travel) - Troubleshoot issue - Request/receive part(s) - Fix machine issue - Confirm issue resolution with the client This role is designed for Engineers who are trained and fully qualified to perform tasks necessary to maintain assigned equipment to manufacturer specifications. They are responsible for establishing and maintaining trust in their primary accounts. We will invest from the start of employment to develop the employee from a professional and technical aspect. Scope of Outcomes The core responsibilities for this position include: - Perform on-site or in-house service, repair and/or installation of company-serviced products. This may include any aspect of field support, and is not limited to system hardware and software, PC’s, and networking/wireless networking - Provide technical support to customers on operational or maintenance aspects of system equipment - Serve as customer contact on technical and service-related problems - Diagnose mechanical, hardware, software, and systems failures, using est. procedures - Determine most cost-effective repair/resolution to minimize customer downtime - Prepare reports for analysis of product failure trends and service ability issues - Provide phone support/remote assistance to customers and to Field Service Engineers as required to achieve resolution of service needs in a timely manner - Oversee and maintain spare parts for assigned customers including replenishing spare parts kits for contract customers to ensure operation of equipment according to technical and safety guidelines with the highest level of satisfaction - Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure updated customer maintenance information is available - Maintain up-to-date technical documentation regarding all operating characteristics, design factors, and technical performance of assigned products - Maintain a high degree of professional knowledge and safety consciousness according to guidelines to perform activities under the safest working conditions - Report by means of Salesforce, e-mail, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available Qualifications Required qualifications include: - Expert professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment - Knowledge and professional technical experience with micro-computers/PC based systems - Client focused attitude - Articulate and skilled in interpersonal communication; fluency in the local language and in English, both written and spoken - Sound computer usage and debugging skills - Ability to identify and repair routine software and network problems - Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks - Identify and resolve simple imaging system defects - Candidate must complete training plan as developed during onboarding or the annual evaluation process - Familiar with business tools including E-mail, Microsoft Word, Excel, and PowerPoint Preferred qualifications include: - Experience with Salesforce or equivalent ERP product and productivity software Environmental and Physical Requirements - Ability to lift 75 pounds - Ability to stand for long periods of time - Ability to travel, both domestically and internationally, for extended periods of time - Dexterous ability to manipulate small objects - Willing to work standard and non-standard hours as required to support the customers