Overview:
Responsible for performing all functions that are required to provide technical support, service and repair for Circulation Temperature Management (Thermogard and other systems) and TherOx SSO2 product lines throughout United States and the North American region. The ExpertCare service engineer must understand and comply with all Circulation Quality Systems, 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 Circulation factory in San Jose, CA. Position requires 80% travel within the continental US. Geographic location of position would be predominantly East of the Mississippi river, ideally based in a Southeast location near a major airport.
Responsibilities:
• Respond as a respected ExpertCare service representative 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 the Temperature Management and TherOx product lines at the customer hospital site or at the service center as required.
• Work in accordance with all current released procedures, test methods and forms for the full range of Temperature Management and TherOx product lines
• Complete all required service documentation in systems in a timely manner for device service history files and compliance regulations.
• Provide technical training of Temperature Management systems to hospital biomedical engineers, distributors or clinical staff as directed.
• Maintain system setup, removal, service and other event documentation in compliance with and federal medical device reporting requirements.
• Comply with Corporate and local complaint handling procedures for Temperature Management and TherOx product lines including device investigations, writing investigation reports, CCR database system entries and maintaining cooperation with the Circulation QA/RA team.
• Provide input to the Circulation USA manufacturing engineering, supply chain and R&D teams to improve performance and reliability of Temperature Management and TherOx product lines based on findings in the field.
• Support sales, clinical associates and others as requested with console setup and operational training for Temperature Management and TherOx product lines.
• Up to 80% domestic travel and occasional international air travel is required, with non-standard working hours.
Knowledge, skills, and abilities:
· 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 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 Circulation US service manager.
Education/Training/Experience Requirements:
· Up to 4 years of electrical engineering and/or biomedical engineering education at the university level or equivalent biomedical device service experience.
· A minimum of 3 years of hands-on experience in the troubleshooting and repair of medical equipment in the hospital, clinic or corporate environment. Hospital Biomed experience highly preferred.
· 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.