Senior Field Support Engineer (Northern CA)


POSTED DATE: 01/15/14

Updated:             12/09/14

REPORTS TO: Senior Director of Customer Support



The Senior Field Support Engineer (FSE), independently, installs, repairs, upgrades and performs preventative maintenance on specified ZONARE instrumentation.  S/He represents ZONARE at customer locations and works to achieve a high level of customer satisfaction.  S/He is responsible for all company-issued properties (inventory, tools, diagnostic equipment, vehicle, etc.) in accordance with company policies.  Senior FSE maintains a high level of professional communication with Customers, Management, Sales, Technical Support Team and colleagues. Successful Senior FSE must be positive, self-directed, approachable and results oriented.



Specific Duties and Responsibilities:


·  Diagnose and repair all designated products, including preventative maintenances, installations and upgrades per specific training, manuals and ZONARE guidelines.

·  Schedule (Create, verify and/or modify as appropriate) customer visits based on ability to triage calls determined by assessing customers’ needs, which may include financial impact to the practice, and patients’ well being. 

·  Complete and submit a field service report on a daily basis according to written procedures as documented in the Field Service reference database.

·  Complete and submit a weekly expense report according to ZONARE policies and procedures.

· Maintain spare parts inventory according to company guidelines and return specific spare parts as designated by policy.  

· Drive revenue growth through the promotion and retention of service agreements.

· Ability to operate independently in consistent manner with a positive demeanor without management supervision.

· Consistently deliver superior customer service levels as demonstrated by exceeding established customer service levels. 

· Work diligently to be highly respected by customers by demonstrating high level of professionalism, technical competence and overall account support.

· May represent field service on product task forces or design teams.

· Demonstrate understanding of the mathematical and physical theories of operation on all assigned equipment.

· Develop and deliver training materials to junior level FSE’s.

· Develop strong relationships with key customers.

·  Partner with Sales Representatives in their territory and proactively recommends sales at key accounts.

· Qualified person to train and mentor fellow FSE’s on problem solving, soft skills and sharing best practices

· Ability to troubleshoot all assigned equipment, including data networks.

· Proficient with high energy lasers.

· Thorough understanding of device applications, application software and is able to train customers on all products assigned.

·  Work with Customer Care management to establish strategy and direction relative to customer support policies and procedures.

· Other duties may include, but are not limited to instructing customers on operation and maintenance of equipment, installation and maintenance of equipment at conventions and trade shows as required.


Job Qualifications

· Minimum of 8 years of related experience in Electronics, Fine Mechanics, Electro-mechanical, Data Networks, Ultrasound or Medical Field Service.  

· BS in Engineering, Computer Technology, Electronics or related fields preferred or equivalent experience.

· Demonstrated knowledge of Ultrasound procedures and RVT, RDMS certification or equivalent desired.

· Ability to consistently exceed customer satisfaction goals.

· Must have excellent verbal and written communication skills.

· Must have strong computer skills with the ability to obtain specific certifications as required.


Working Conditions

· Extensive overnight travel is required by automobile and air (an average of four hours driving for service calls per day).

· Must be able to travel in the US and internationally for training, meetings, exhibit support and coverage outside assigned territory and have a valid driver’s license and good driving record.  

· Must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.


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