Equipment Management Service and Repair – EMSAR, headquartered in Wilmington, Ohio, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, Self-Service Kiosk, and Critical Power sectors. EMSAR’s customer-centric model enables the Company to customize and deliver the highest quality solutions to its blue-chip and emerging client base. EMSAR’s portfolio of services includes:
- On-site technical field support, including maintenance & repair
- FDA field change orders (“recalls”)
- Bench repair and remanufacturing
- Installation
- Call center
- Contract manufacturing and logistics
- FDA compliance and validation
- Project management
- Training and education
DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY
We are looking for Field Service Engineer II who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. This role will support the company's mission, vision, and values. This advanced-level field position is responsible for testing, calibration, verification, preventative maintenance, installation and repair services on a variety of equipment including; laboratory instrumentation, medical testing devices, kiosk equipment, power three-phase high voltage UPS and distribution equipment and/or other EMSAR and client equipment. As a service provider for a variety of customers, this position serves as the client facing representative for the organization and expected to perform efficiently, effectively and represent EMSAR in a professional manner.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions:
- Provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on EMSAR supported equipment.
- Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.
- Provide advanced level of engineer support and service work.
- Responsible for customer satisfaction pertaining to services provided.
- Responsible for following quality practices specified by EMSAR and product vendor
- 25% of daily duties include managing/completing assigned work orders in Emsar's Computerized Management System platform, Servicemax
- Provides accurate and timely reporting of service status and escalations pertaining to services.
- Maintains a professional appearance at all times with regard to dress and personal appearance as well as tools and equipment.
- Controls and maintains all EMSAR assets, including tools, parts, and test equipment needed to perform complex work tasks.
- Promotes teamwork and cooperation between EMSAR associates and partner staff.
- May serve as mentor to junior level field service associates.
- May be assigned lead activities for field service operations.
- Works regularly with the appropriate dispatcher for work assignments.
- Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.
- Follows client quality requirements pertaining to services provided.
- Supports and applies appropriate quality system processes.
- Performs additional duties as needed and/or assigned by supervisor/manager
DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Analytical: Ability to read and interpret technical instructions, safety manuals, service manuals, policies and procedures
- Technical competency: Demonstrates a thorough understanding of the maintenance and repairs of the EMSAR supported equipment.
- Technical skills: Proficient in the use field service tools and equipment. Able to optimize performance, troubleshoot, and repair equipment independently.
- Advanced level technical skills.
- Oral/Written communication: Excellent verbal and written communication skills.
- Interpersonal skills: Effectively communicates that result in positive internal/external relationships.
- Planning/organizing: Associate is able to prioritize and plan activities, uses time efficiently, and develops realistic action plans.
- Relies on experience and judgment to plan and accomplish goals.
- Familiar with a variety of the field's concepts, practices, and procedures as a field service engineer for any one, or more, divisions.
- Ability to exercise critical thinking regarding engineering support problems and solutions Works independently with limited to no direct supervision.