Field Service Engineer

Field Service Engineer Location US-OH- ID Category Customer Service/Support Position Type Regular Full-Time Overview Position Overview: As a NeuroStar Field Service Engineer, you will perform installations, troubleshooting, repairs, IT networking, and preventive maintenance on the NeuroStar TMS platform. This position requires someone who is a self-starter with the ability to deliver a best-in-class customer experience while working remotely without direct supervision. You will be a part of the Field Service Team and will be located remotely within your assigned region. The territory can include several states and requires occasional overnight travel. Essential Duties/Responsibilities: Respond expediently to all requests for customer needs via professional written and/or verbal communications ensuring all instrument service requests are fulfilled. Demonstrate good territory management skills, utilizing sound business judgment, while coordinating installations, preventive and corrective maintenance, moves, upgrades, and removals, requesting support as needed, to meet customer and business objectives. Utilize strong electro-mechanical and computer skills to diagnose and repair instrument issues. Develop a strong rapport with the territory customer base, becoming a trusted advisor, while promoting the value and benefits of NeuroStar TMS and communicating potential sales opportunities to the sales team. Accurately complete instrument service work orders and all associated quality assurance checklists for each service event promptly; documenting all activities completed at the customer site as well as any additional actions needed to resolve all customer concerns. Complete all assigned internal training requirements within expected timelines. Maintain an accurate calendar of scheduled events, including training classes and vacation, to reflect available and non-available times. Submit travel-related expenses on a routine basis. Other duties as needed or required. Knowledge, Skill, and Abilities: Maintain and control ready-on-hand spare parts inventory at levels compatible with repair activities and department financial objectives. Strive for continuous self-improvement of knowledge of Neuronetics' policies, procedures, and instrument service and operation techniques. Maintain personal vehicle to ensure reliable transportation. Maintain and safeguard all company-owned assets including laptop, cell phone, and tools to facilitate daily job functionality. Always professionally represent Neuronetics. Achieve or exceed all Field Service Metrics as established on an annual basis. Partner with sales and training counterparts to deliver the highest level of customer experience possible to existing and potential NeuroStar customers. Provide support at trade shows as needed. Education and Experience: Technical school or military technical training equivalent in Electronic Technology or Computer Science. Biomedical training or an associate degree in an engineering discipline is a plus. Demonstrated ability to work on electro-mechanical, electronic, and computer systems. Experience in network systems and SQL preferred. Preferred Skills: Proficient in the operation of Microsoft Excel and Office 365. Have and maintain a valid driver's license in the state of residence. Have and maintain a credit card/debit card for expenses. Ability to operate in an organized manner in an autonomous work environment without direct daily supervision. Ability to effectively communicate with internal and external customers. Territory management over a large geographic area requiring some overnight travel. Ability to lift and move up to 70 lbs.

Created: 2024-11-02