Field Service Engineer

Meditel Healthcare - Field Service Engineer

MEDITEL Healthcare Group of companies are the exclusive representative of 25 different medical vendors in Turkey. MEDITEL Healthcare operates not only in Turkey but at wide range geographical region. MEDITEL Healthcare is responsible for sales, installation, service, after sales support, import and export operations for the products and spare parts of Diagnostics and Radiation Oncology Devices.

The person in Field Service Engineer position has front-line responsibility for installations, remote and on-site diagnostics prior to repair services as well as preventive maintenance visits customers located in Turkey but occasionally within other regions that MEDITEL Healthcare is operating throughout the world. The successful candidate must have proven ability to diagnose and resolve problems on highly sophisticated software, electronic and mechanical robotic device at clinical sites and major hospital. Applicants must have the ability to work independently and have effective communication skills.

Activities and Responsibilities will include;

• Planned maintenance, emergency corrective maintenance, upgrades, installation work, courtesy calls to local customers, RMA process, and telephone support either from our offices or from any remote location.

• The individual in this team is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers.

• Learn and apply all MEDITEL Healthcare and vendors policies and processes.

• Follow local regulations (such as radioprotection rules – attends and runs TUV Audits at customer).

• Maintain company vehicle (if provided) in accordance with MEDITEL Healthcare vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance.

• Follow Company training as needed. (e.g. training of MEDITEL Healthcare and/or vendor facilities, Europe, Japan, Korea, China, USA and/or Turkey).

• Support is provided to the customer remotely by phone, internet and by on-site visits, as determined by the machine status or customer requirements.

• Promoting the highest level of customer satisfaction through the timely response to customer calls, clear and effective communications, professional appearance, and efficient repair/maintenance activities.

• Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately and customer satisfaction is optimized.

• Accurate and clear documentation of work activities are to be completed within the program, such that these records provide appropriate documentation of the product service history for Device History File records. These records must be inline with MEDITEL Healthcare and vendor policies.

• Appropriate care of parts inventory and prompt return of replaced parts that are required.

• Appropriate management and timely completion of Timesheets and expense reports incurred in the field service.

• Assist in the development of service documentation, in conjunction with the MEDITEL Healthcare Customer Service team.

• Assist in the training of further Customer Support staff and customer on site personnel with respect to maintenance and service activities, as required.

• Assist in identification and development of Field Support tools and test equipment.

• Follow local regulations (such as radioprotection rules – attends and runs Audits at customer).

• Maintain company vehicle (if provided) in accordance with MEDITEL Healthcare vehicle policy, including safe operations, vehicle cleanliness and vehicle maintenance.

SAFETY

• Observe MEDITEL Healthcare and vendor Safety Program requirements and work practices.

• Help ensure that safety requirements and quality considerations are pro-actively addressed and implemented in the design of the product.

• Communicate to the MEDITEL corporate, or where possible directly address, quality issues raised by customers, in a timely fashion.

• Supports the Quality System and Safety and Health Program by following procedures and mentoring others.

• Takes ownership of individual safety to maintain a safe work environment.

PHYSICAL REQUIREMENTS

• The employee must routinely lift and/or move physical inventory, tools and test equipment, office supplies, or stored heavy records.

• The employee must occasionally move or transport physical inventory utilizing lifting/moving devises such as jib cranes, boom cranes, lifting fixtures, hand dollies and equipment dollies.

• The employee occasionally is required to climb ladders, kneel, or crouch as required during servicing of equipment.

The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities as reasonably required by business needs.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in engineering and preferable junior technical school (meslek yüksek okulu) prior to university degree. Other qualifications with significant related work experience may also be considered. (I.E. military technical training/experience, BS in electronics, Electro-Mechanical or Biomedical Engineering Technology, AS in Electronics, Electro-Mechanical or Biomedical Engineering Technology).

• Level of Education (i.e. SSB Certification) TBC with HSE.

• At least 2 years of field support, engineering or manufacturing experience with high technology electrical/electronic products. Prior work experience with a Medical Device manufacturer or distributor would be a plus.

• Hands-on experience with electronic test equipment.

• Excellent troubleshooting and problem-solving skills.

• Good H/W and S/W computer skills, including network knowledge and the use of standard office software programs including spreadsheet, word processing and email applications. Ability to quickly learn to use new software tools.

• Experience in basic administration of Windows-based computer hardware, software, and networking would be an advantage.

• Fluent in Turkish and good communication skills in English. Other spoken languages are plus.

• Excellent communication, organizational, and customer relations skills and strong customer service orientation.

• Team player - ability to work well in a close team environment.

• Must be comfortable with extensive travel (up to 80% travel time), sometimes on short notice, and occasional after-hours support requirements. On rare occasions, you may be away from your home base for multiple weeks and may be asked to travel internationally.

• Must possess a valid driver’s license and good driving record.

• If applicable, military status should be completed.