Customer Service Engineer (Imaging)

Company: Orion Talent
Location: Grand Forks
Posted on: May 4, 2022

Job Description:

Orion Talent, the nation's largest military recruiting firm, is currently recruiting transitioning or former military professionals for Customer Service Engineer (Imaging)

Position Details:
Location: Grand Forks, MD
Travel: Travel is an essential job requirement for this position. The Field Service Tech will travel regularly throughout assigned region to customer accounts. Some overnight stays may be required, but is rare (approx. 10%). This individual must be able provide service to customers during off hours as well as weekends when necessary.
Compensation: First Year Total Comp = $90k - 97k
Shift: You should expect to train over the first 120 days or so (Monday through Friday, 8am - 5pm); once qualified, you will work Mon - Fri from 10am to 7pm (you receive a 7% Shift Differential for working these hours). Overtime is frequently required. You will also be on a weekend on-call coverage rotation for customer emergencies on the weekends (rotation is one weekend, every 3 weeks).
Training: Cary, NC (8-week training courses) throughout the year to learn equipment
Perks: Company Car

Position Description: Customer Service Engineer (Imaging)
As the Service Technician, you will be in a field-based, customer-facing role that installs, services, maintains and modifies equipment at customer sites, primarily Xray, CT Scan, Ultrasound, etc. equipment. The selected candidate will work at sites with minimal supervision and will perform on-site customer repairs and be responsible for delivering both timely and effective repairs. It will be your responsibility to provide on-site training after installs to help ensure the systems optimal performance resulting in superior customer satisfaction. The Field Service Technician will help with managing financial performance within their territory: meeting or exceeding budget for revenue generation, expense control and inventory management. The Field Service Tech/Engineer is a key contributor in maintaining ongoing customer interaction to solve and prevent technical difficulties. The Field Service Tech/Engineer interfaces directly with the Customer Care Manager, Technical Manager, Clinical Application Specialist, Product Managers, Sales Representatives, and customers. These interfaces are required to provide superior product service responsiveness and customer satisfaction. The Service Engineer integrates the technical capabilities and available resources, with effective territory and business management skills to develop and maintain superior service levels. You will need to make decisions on best plan of action in order to keep the customer's equipment downtime to a minimum.

Specific responsibilities include:
--- Possess total familiarity with mechanical, electronic, optical, and operational aspects of designated products as evidenced by the ability to effectively install and repair/service designated instruments.
--- Provide customer troubleshooting assistance as required.
--- Provide product service for clinical field trial installations.
--- Perform warranty and maintenance work necessary to keep customer level of service and satisfaction high.
--- Recommend service manual revisions.
--- Properly manage replacement parts inventory, test equipment, tool and technical library.
--- Provide feedback to Field Service Specialist for any major technical problems or opportunities.

Travel is an essential job requirement for this position. The Field Service Tech will travel regularly throughout assigned region to customer accounts. Some overnight stays may be required. This individual must be able provide service to customers during off hours as well as weekends when necessary.

Requirements: Candidates must have top-notch electronic systems knowledge and troubleshooting/repair skills in addition to unparalleled customer service skills (relationship development, conflict management, active listening and problem solving, interpersonal communication, etc.). Experience in the Bio-Medical field is a huge plus, but not required. Candidates must be able to interpret electronic system schematics and flow-charts. A highly tuned mechanical aptitude and the ability to visualize and explain situations and resolutions are also critical in this role. Excellent customer service, communication (oral & written), documentation, and PC skills are essential to this position's success.

Benefits: Offers an excellent global benefits package Medical, Dental, Vision, Employee Assistance Program, Mental Health, Substance Abuse, Flexible Spending Accounts, Life Insurances, Short- and Long-Term Disability Insurance, 401K Savings Plan with matching contribution, Financial Planning Tools, Training and Education, Tuition Reimbursement, Paid Time Off, Holidays, Flex Schedules, Business Casual Dress, Employee Discount Program, and Volunteer Opportunities. Specific benefits for this position include:
--- 5% at target annual performance bonus (based on corporate performance)
--- 4 weeks of paid vacation (PTO) to start, with 5 paid floater holidays pro-rated for the first year and 6 paid standard holidays. At the start of your third year, you get a 5th week of vacation.
--- 100% match of 401K contribution, up to 6% (20% vesting of the matched amount each year).
--- Corporate Vehicle - Fleet Program - You receive a new car ($45 per week cost to you) all inclusive of gas, tolls, service, insurance and more. You can use for business and personal usage. It is estimated to be a $15k annual value to the employee. You can also opt out and receive a corporate van.
--- There are other perks like "be well" reimbursement of $300/year for health/fitness classes and related items.

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