We are seeking a high-performing, customer-focused Service Professional to drive customer satisfaction and service growth for the VERITON® SPECT/CT and D-SPECT product lines. This role is responsible for executing service strategies, building strong customer relationships, and achieving or exceeding assigned service KPI targets. The ideal candidate will have a strong background in biomedical engineering, field repairs, and customer support.
Spectrum Dynamics Medical develops, manufactures, sells, and services state-of-the-art nuclear medicine imaging systems. We are transforming the Single Photon Emission Computed Tomography (SPECT) imaging systems market from analog to digital detection technology, enabling hospitals and clinicians to provide superior healthcare services at significantly lower costs. We launched the world’s first digital cardiac dedicated SPECT system, the D-SPECT Cardio system, in 2007. Since then, the D-SPECT® has become the system of choice for functional cardiac imaging, with hundreds of systems sold worldwide. We then launched the VERITON® SPECT/CT, which employs identical digital detectors made of Cadmium Zinc Telluride (“CZT”). Along with ingenious hardware design, proprietary software, and proprietary algorithms, this enables imaging at unprecedented speed, with a low radiation dose, and superior image quality. The VERITON® SPECT/CT is a platform for next-generation imaging and therapy-guiding applications.
Position Responsibilities
The Field Service Engineer (FSE) will create/execute resources and programs to continuously improve the satisfaction and loyalty of Spectrum Dynamics’ existing and future customers, and provide excellent field service support for DSPECT® and VERITON-CT®. The FSE will also have direct input to the Director of Service, Operations, and the engineering teams. This input is critical to further enhance product reliability, operability, and serviceability on a global basis. Among other things, the FSE’s role will require him/her to:
- Provide onsite and remote support for break-fix issues related to software, hardware, and IT, and their clinical applications.
- Execute new system installations, field upgrades, and preventive maintenance for the company’s range of products.
- Take personal ownership of the customer experience. Facilitate customer satisfaction through identification of any concerns and initiation of problem resolution and escalation.
- Identify and make any necessary independent decisions on who to engage to obtain requisite resources for problem resolution in a timely fashion.
- Directly communicate and build rapport with customers as required. Follow up directly with customers to ensure that all issues are resolved.
- Support new product introductions and first of kind installations.
- Provide status reporting to internal/external customer support teams.
- Participate as a technical resource and/or customer advocate as needed.
- Work collaboratively with the assigned sales and application professionals in addressing and resolving customer satisfaction issues, and/or implementing sales and service solutions to meet customer needs to drive revenue for the company.
- Improve productivity by highlighting deficiencies and recommending changes in tools, training, and processes.
- Report to the Director of Service.
Experiences, Knowledge, Skills and Abilities
- B.Sc. in Biomedical Engineering or Electrical Engineering (or equivalent education) preferred.
- Experience servicing and troubleshooting Industrial equipment.
- 3 years of experience servicing/installing medical imaging equipment (CT or PET, while Nuclear equipment is preferred).
- Significant skills and qualifications with handling computers, software installations and upgrades, and electronic-mechanic assembly.
- Ability to work independently.
- Willingness to travel in order to support other locations in the US and abroad.
- Strong sense of customer service with excellent interpersonal skills.
- Anything else that managers deem necessary to assign in order to support the company’s mission, vision, and values.
