Technical Service Engineer (Phoenix and surrounding areas)
JR000010475 Technical Service Engineer (Phoenix and surrounding areas) (Open)
Field Based Location - USA082
Mallinckrodt is a global leader in advancing the science of critical therapy treatment. We are seeking to expand our team with talented leaders and professionals. Mallinckrodt offers a range of opportunities to work and grow in an organization built around innovation and centered on patients.
The Technical Service an Engineer will be responsible for maintaining, repairing and servicing equipment in an assigned geography and other areas as needed. On-going training and support will be provided to the Technical Services Engineer. Our product is positioned to grow and the service organization will be required to mirror that growth with customer support.
The incumbent will provide direct on-site assistance to customers within assigned geography and other areas as needed.
Will have the ability to work in a hospital environment, mainly within large academic hospital outpatient areas.
Manage instrument installations in conjunction with the clinical service team, territory manager and the customer.
Responsible for managing service operations to meet or exceed key performance indicators (KPIs) established by management; this includes oversight of third party provider, who performs most of service activities including scheduled preventative maintenance, upgrades on hardware and software, and basic unscheduled repairs.
Troubleshoot technical problems with the product's instruments including working collaboratively to assist other engineers when help is needed.
Timely and accurate completion of documentation, as required by SOP.
Ensure compliance with regulatory and health care compliance guidelines, and company policies.
This position will require frequent travel within assigned territory (and sometimes outside assigned area).
Responsible for troubleshooting problems related to field complaint activity, determining the level of complexity, identifying and understanding situations, opportunities, initiatives, and takes appropriate action to ensure resolution in a timely manner.
Provide real-time telephone technical support to hospital or clinical based biomedical engineers and third party service engineers.
Co-travel with third party engineers to enhance skills and evaluate performance.
Communicate with customers via phone, email to arrange service/repair calls.
Confirm resolution of technical support complaints/issues and provide follow-up as appropriate to the reporter.
Keep abreast of new company products and services, providing technical expertise and end user input as required.
Work with management on customer service initiatives.
Provide technical feedback to customers upon request
Significant travel, some overnight (up to 80%), could be last minute.
Phoenix and surrounding areas
Bachelor's degree preferred in medical technology, biomedical engineering or related field. Military electronics training/certification preferred. Technical certificates considered.
Minimum of 2 or more years' experience in maintenance of equipment, preferably in the field of Medical Devices
Familiarity with Quality Systems and ISO regulations (cGMP, ISO) Basic computer skills with proficiency in Microsoft office applications
Writing skill necessary to effectively communicate technical /clinical information to others
Verbal skills to clearly and concisely communicate information to customers
Experience with SAP, Master Control or like database.
Computer literacy is required
Strong customer focus and teamwork aptitude with well-developed interpersonal, communication and listening skills
Analytical and technical mind-set with demonstrated troubleshooting skills Ability to handle multiple activities, with flexibility to adapt to urgent situations
Must be capable of individual initiative to prioritize and coordinate service activities and travels with direct colleagues
Organize and express ideas clearly both verbal and written Enthusiastic, dedicated and committed approach to work
Experience in a regulated, and/or global environment is highly desired.
Sound organizational and prioritization skills
Ability to work with and establish solid relationships with diverse groups of individuals both inside and outside of the organization.
Ability to work effectively with multi-functional teams
Will interface regularly with several functional areas within the company, including but not limited to, Customer Care, Service and Support, R&D Engineering, Sustaining Engineering, Sales, Marketing, and Medical Affairs teams (CS, MSL)
Home office working conditions. Significant travel may be necessary for servicing customer needs