Service Engineer Positions vacancy at N.M.S

Service Engineers provide technical support to customers experiencing issues with their products supplied/supported by N.M.S. This position is responsible for managing customer relationships through the effective use of technical knowledge to install, troubleshoot, service, and maintain equipment at customer sites, generate service revenue, and meet regulatory requirements. Service Engineers often work in a fast-paced environment and are typically required to be available evenings, weekends, and even holidays to resolve any issues that might result in downtime for clients. The Service Engineer position at N.M.S combines office-based and on-site work; travel to customer sites is common to resolve issues that sometimes cannot be resolved over the phone or remotely. Within the N.M.S organization, Service Engineers benefit from the team’s growing portfolio of healthcare products and services and are tasked with building our reputation for excellence through an optimal customer experience.

Duties and Responsibilities

Technical

• Must be qualified to perform tasks in at least one modality. Over time may become qualified in multiple modalities.
• Must stay abreast of technical advances and trends in the healthcare industry.
• Must complete 100% of all training requirements.
• Must strive to resolve assigned customer issues by telephone, remotely, or in person; diagnose and resolve electrical, electronic, network, and mechanical problems; run tests to ensure that specific issues have been resolved.
• Must complete installations, preventive maintenance, repairs, updates, and all related tasks as assigned within the allocated time.
• Utilize tools, support, resources, and escalation processes within allocated time frames to resolve customer and system problems quickly and efficiently.
• Maintain adequate and up-to-date records describing issues resolved and how they were resolved. These reports and notes can serve as a manual to facilitate the resolution of similar issues in the future.

Customer Ownership

• Build credibility and trust with customers by conducting proactive visits.
• Ensure appropriate, timely, and regular communication with customers and key internal stakeholders regarding customer and equipment-related issues.
• Demonstrate a sense of urgency to identify and resolve customer issues. Follow the appropriate escalation procedures.
• Provide exceptional customer service by adhering to customer entitlements, setting clear expectations, meeting commitments and arrival times. Understand customer's business and competitive environment.
• Drive revenue growth by offering solutions tailored to service portfolio.

Teamwork

• Proactively schedule activities and assist others.
• Seek out opportunities to increase breadth of knowledge, e.g. may be required to become qualified in multiple modalities, learns new tools. Assist in identifying training gaps within the team.
• Be available to communicate and resolve issues with other team members.
• Actively seek to mentor others.
• Actively work to improve team processes.

Compliance

• Adopt, develop, and implement best practices.
• Comply with established training, quality, and safety requirements.
• Effectively manage company assets in accordance with established N.M.S processes and guidelines, including labor time, parts orders and returns, tool and test equipment calibration, purchase orders, equipment, company vehicles, business expenses, etc.
• Complete all administrative tasks within established N.M.S and regulatory deadlines, including timesheets, work orders, expense reports, upgrade orders, preventative maintenance, installation documents, site and service documentation, and other related documents.

Communication:

• Provide daily updates to the supervisor (open call report), including tasks completed, open issues and necessary escalations.

Physical Demands and Work Environment

• Requirement to work in hospitals, clinics, or medical centers, as well as remotely.
• Potential exposure to hazardous physical, chemical, radiological and biological agents, as well as high noise levels.
• Possibility of working in an environment where equipment producing one or more of the following may be used: high levels of radiation, high magnetic fields, high voltage, compressed and liquefied gases, and radioactive materials. Strict adherence to national safety standards and site safety procedures is mandatory.
• Frequent contact with electrical equipment.
• This position requires regular use of standard office equipment such as computers, telephones, and medical testing equipment.
• Travel by car, train, or plane may be required. Short- or long-term business travel may be required.
• Responsible for the transportation and monitoring of company service tools, and availability and responsiveness during scheduled and unscheduled hours, excluding breaks and meal times, in accordance with applicable legislation.
• Flexible work hours, as this position will require customer service outside of normal business hours, mandatory overtime with short notice, and/or weekend work, if necessary.
• Occasional work on ladders or scaffolding may be required.
• Ability to participate in an on-call rotation to provide customer service.
• Frequent lifting, carrying, pushing, or pulling of up to 10 kg. Occasionally lift or carry up to 50 kg, with assistance available to lift or carry objects over 25 kg.
• Occasional twisting and crawling may be required. Frequent standing, walking, stooping, and kneeling may be required.
• Occasional use of vibrating tools.
• Personal protective equipment may be required, including a radiation monitoring badge, safety glasses, a hard hat, hard-toed shoes, and rubber medical gloves.

Key Success Factors

• Understand and apply electronic, electrical, mechanical, and network theory to install, diagnose and repair equipment; knowledge and use of all necessary tools and test equipment are also required.
• Proven ability to manage complex technical problem solving.
• Ability to prioritize, coordinate, and quickly resolve assigned on-site repairs.
• Ability to integrate, engage, and collaborate within cross-functional teams.
• Proven ability to balance technical and customer interface skills.
• Strong organizational skills, self-discipline, and the ability to work independently.
• Ability to communicate effectively with employees and customers at various levels, both orally and in writing.
• Ability to work effectively in a team to achieve assigned goals and objectives.
• Ability to adapt to changing job demands in a complex and dynamic environment.
• Understand and use technical vocabulary to perform tasks in accordance with oral or written instructions.
• Ability to read and interpret schematics and site plans with minimal assistance.

Education and Experience

• Entry-level requirements include a bachelor’s degree in engineering or related technical discipline; ideally with an internship experience in their field of study.
• Positions beyond the entry level require a bachelor's degree in engineering or a related technical discipline, or equivalent professional experience, as well as at least two years of troubleshooting, repair, and maintenance experience.

Position Impact to Business

• Partnering with the Marketing and sales team provides opportunities to maximize service upgrade opportunities.
• Effective time management minimizes potential customer downtime, thereby increasing customer satisfaction.
• Managing service costs impacts customer satisfaction and NMS's ability to renew existing contracts. This includes managing spare parts inventories and resolving issues through immediate or same-day service.

If interested, please send your CV to hiring@naroge.com