• 22-Nov-2021 to 21-Dec-2022 (CST)
  • USL
  • East Rutherford, NJ, USA
  • Hourly
  • Full Time

Medical, Dental, Group Life Insurance, Voluntary Life Insurance, Disability, 401(k) Plan, Flexible Spending Plans, Tuition Reimbursement, Paid Time Off (PTO) and Holiday Pay

ARKRAY is currently hiring a Field Service Engineer to service the West Coast. Candidates must live near a major airport.

Duties include: Repair, maintain, install and relocate ARKRAY medical diagnostic equipment in the point of care and clinical laboratory environment. Utilize technical knowledge of ARKRAY diagnostic systems to resolve issues and ensure customer satisfaction. The employee is responsible for ensuring a strong contract retention rate and warranty conversion rate; handle and/or participate in a team that resolves customers' problems and issues.

Other Duties and Responsibilities

Customer Support

  • Responds to internal and external customer needs by diagnosing, repairing, installing, and maintaining ARKRAY medical diagnostic equipment.
  • Ensures customer satisfaction through the completion of all routine maintenance, standard system checks, and required hardware and software upgrades.
  • Make emergency response technical visits, diagnose and troubleshoot problems, perform "preventative maintenance", perform technical upgrades and plan and carry out on-site installations.
  • Provide phone support to customers and service group personnel related to equipment hardware and software performance and service part ordering.
  • Review products and design and distribute troubleshooting aids for field personnel.
  • Document and distribute technical information regarding resolutions to field problems, hardware and software changes, and product quality improvements.
  • Develop and provide service-training programs for assigned products to ensure adequate field and in-house support.
  • Provide service support, including repair and preventive maintenance, for in-house and returned equipment and document all service activities in each Device History File.

Reporting and Analysis

  • Review failure trend analysis data for each product assigned. Identify failure trends and report them to management for resolution.
  • Provides feedback to the Laboratory Sales Manager, Quality Systems, Customer Service, and the Manufacturing and Service departments in Japan concerning performance anomalies encountered in the field, and makes recommendations for improvements.
  • Analyzes data and prepares reports by completing special projects on equipment service issues, as assigned by manager.
  • Provides feedback on improving the effectiveness, productivity or cost controls associated with the service of ARKRAY medical diagnostic equipment.

Processes and Procedures

  • Review service manual documentation to ensure accuracy and current revision levels.
  • Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.
  • Maintain Device History Records and monitor modification and software upgrade status.
  • Supports in-house products during critical chemistry or instrument development cycles, by maintaining and repairing critical instrumentation

Knowledge and Skills

  • Bachelor's Degree or Technical School (Electronics)
  • 3-5+ years of experience in the repair, maintenance, and installation of medical diagnostic equipment used in a laboratory setting.
  • Electronic and mechanical aptitude required.
  • Maintains professional and technical knowledge by attending educational classes as required, and reviewing technical bulletins
  • Performs other duties and/or projects as assigned.
  • The position requires 50% or more travel throughout the continental United States.

ARKRAY is an Equal Opportunity Employer: minorities, women, veterans, and individuals with disabilities.

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