Field Service Engineer

About the Role

Field Service Engineers are crucial in delivering top-notch customer service, expertly repairing and maintaining Hologic's innovative medical imaging and interventional products on-site.

Key Responsibilities

• Install and service Hologic products (mammography, digital mammography, bone densitometry, and mini c-arms), including electrical, mechanical, and software components.
• Establish and maintain a high level of customer satisfaction with Hologic's products, support, and service.
• Complete all remedial service actions, standard system checks, and required hardware and software upgrades in accordance with approved policies and procedures.
• Assist other Field Engineers as necessary.
• Maintain a good customer service reputation by complying with all regulatory requirements and all aspects of DQSM.
• Complete and submit all required paperwork on time and accurately.
• Train customers on the basic operation and use of Hologic products.
• Provide feedback to the District Manager concerning product performance anomalies encountered in the field and make recommendations for service improvements.
• Provide support at conventions, trade shows, and customer trials.
• Provide pre and post-sales support by maintaining close working relationships with sales and customers to ensure expectations are met and equipment installations are handled as planned.
• Manage inventory, keep accurate records, and return unused and failed parts promptly.
• Promote service contract offerings and assist the local Service Sales Specialist in selling service agreements to customers within your assigned territory.
• Manage the assigned territory in an organized fashion.
• Perform preventative maintenance (PMs) on time, provide expeditious on-site response, and minimize equipment downtime.
• Respond to customer inquiries in written form (with managerial approval), in person, or via telephone as needed.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.
• Travel to customer sites to ensure products are calibrated and optimized for high performance.
• Build relationships with customers to investigate and solve technical issues.

Requirements & Tech Stack

• Must be a self-starter, able to travel and work independently with minimal supervision.
• Must be capable of multi-tasking, setting priorities, and scheduling work activities.
• Ability to resolve problems, think analytically, and communicate professionally in high pressure, time-sensitive, customer environments.
• Willing to work flexible hours and overtime on short notice.
• Position requires the ability to be “on call” after normal working hours.
• Depending on location, position may require frequent overnight travel.
• Must have reliable transportation, possess a valid driver’s license, and carry adequate auto insurance.
• High degree of mechanical aptitude.
• Excellent communications skills, both written and verbal.
• Strong computer literacy.
• Proficient with DOS and Windows.
• Certified training and/or working knowledge of UNIX /NT/Solaris or other software operating systems preferred.

Qualifications

• Associate's Degree or equivalent in electronics, computer science, or related technical discipline.
• 0-2 years experience in a field service position working with customers to resolve problems related to x-ray, digital imaging, or related medical equipment preferred.
• Experience designing, installing, or maintaining computer networks highly desirable.

Salary Range: $57,100 - $89,400 (annualized base salary, bonus eligible).