Experience

DYNEX Technologies

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Field Services Engineer

  • Jan 2019 - Present

  As a Field Service Engineer I test, diagnose, and repair Dynex products; Effectively communicate with customers so that they are completely satisfied; Provide same day or within 24 hours response to customer phone calls and e-mails within one hour of dispatch and follow up within 24 hours after the service is completed; Effectively communicate with Dispatch and Dynex personnel to report your Daily status, service ETA, completed service call information, problems, opportunities, costs and needs of customers. Thoroughly cleanup work area upon completion of a service repair job; Maintain documentation for all ECN, technical bulletins, versions of hardware, firmware, and software for Dynex products; Complete Service orders and customer survey's on-site and obtain a customer signature for all completed work. Complete service reports within 24 hours of returning from field service visits. Complete expense reports within 1 week after last field service visits for that week; Quote on Billable instrument repairs within 3 days of receipt of a quote request/approval; Complete in-house repairs and on site repair of instruments in the given mean time. Show less



Natus Medical Incorporated

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Field Service Specialist

  • Nov 2011 - Jan 2018

  • Provided installation, service, and customer support across a territory that included Texas, Oklahoma, Arizona, New Mexico, and Colorado. • Implemented and maintained the quality of the Natus/Nicolet Neurology EEG, EMG, and Sleep system. • Managed HL7 integrations to ensure on-time delivery of solutions and meet revenue recognition requirements. • Performed preventative and routine maintenance to ensure compliance with FDA quality regulations. • Applied defined quantitative methods, analyzed data, and evaluated results to form conclusions, make recommendations, and implement improvements. • Arranged travel for installations and supported technical investigations of single function system issues. • Maintained knowledge of Quality System procedures to ensure system adherence and quality. • Met with District Sales Manager prior to installations to discuss customer requirements and product details. • Worked directly with Hospital Directors, IT personnel, and Biomedical Engineers to coordinate details and requirements of installation protocols. • Met weekly with North American Field Service Manager to advise on status of installs and service dispatches. • Worked with Technical Service on complex network issues and on-site service to solve customer issues. • Met with Neurology Physicians to discuss and resolve problems and issues with equipment. • Collaborated with Engineering on new product introductions to ensure clearly documented technical aspects, create department specific documentation, and assist with training Field Service staff. • Worked cross-functionally with Sales Team, Service Engineers, and other systems development personnel. • Supported other Senior Field Service Engineers on large installations and territory coverage. • Met with Sales and IT to discuss, understand, and assess requirements and address technical questions. Show less



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• MRI/CT Field Service Engineer

  • Apr 2007 - Jun 2010

  Installed, serviced, and troubleshot MRI and CT equipment on the component level. • Configured a variety of networked equipment and software, including: PACS, DICOM, and HL7. • Planned timely deliveries of product fixes and upgrades to vendors and direct customers. • Traveled to customer sites prior to installation for evaluation and set up. • Communicated customer complaints and equipment issues to management biweekly. • Worked closely with physicians and technicians to coordinate installations and address service issues. • Collaborated with other Senior Field Service Engineers on joint and large MRI/CT installs. • Met weekly with District Service Manager to discuss installation and service issues and customer concerns. • Completed trainings to maintain knowledge of MRI cold head assembly, amplifiers, and liquid cooling cabinets. Key Accomplishments • Received commendable yearly performance reviews, stayed within budget, and achieved customer satisfaction on all installations and service calls. • Proficient on most Philips Mobil magnets, including: Achieva and Intera 1.5T and 3T Magnets, Polaris 1.0T Bore Magnet, Eclipse 1.5T Bore Magnet, and Marconi/Infinion 1.5T Short Bore Magnet. • Knowledge of Philips Panorama 1.0T Open Magnet, 0.23T Open Magnet (resistive), 0.6T Open Magnet (Cryo), GE Signa HDxt 3.0T Magnet, and Philips Brilliance 6 CT, 16 CT, 40 CT, and 64 CT Scanners, GE Definium AMX 700, GE Digital AMX IV, CR AGFA CR 10-X, Fuji XL-2 Equine Practice Workstation. Quantum Q-Rad Show less



iCAD

• Hospitals and Health Care
• 100 - 200 Employee

• Field Services Engineer

  • Apr 2002 - Mar 2007

  *Responsible for Installing Second Look Mammography medical devices, training, certification, and auditing of resellers. *Build relationships with reseller service and application training staff. *Develop and implement training and auditing plans for assigned resellers to ensure FDA audit requirements, monitoring to determine whether goals are met; assist in establishing repeatable and measurable training and certification programs for internal staff and channel partners. *Solve client and reseller issues on-site working with the technical support team. *Work with development and executive staff to determine training and auditing needs associated with new product, and conduct remedial and special training, as requested. *Create implementation strategies to effectively meet these needs. *Audit reseller field service activities for compliance with required paperwork, recordkeeping and training on products; prepare audit reports and conduct reviews with ICAD management. *Develop corrective action plans with resellers and monitor progress. *Observe resellers Applications training in the field to determine and ensure compliance with ICAD training procedures. *Support of trade shows, as required. Show less



Abbott

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Worldwide Customer Support Engineer

  • Sep 1989 - Sep 2001

  Provides Level 3 field support globally; including training; remote support; and onsite support. Liaison between global field service organization; and internal functions such as manufacturing; quality; R&D; etc. Develops service strategy and documentation for both customer and employee support. Provides SME support of cross-functional teams and executes assigned service deliverables. Mentors Associate Global Support Specialists. Ensuring compliance with FDA regulations and ISO 9000 standards. Demonstrating clear product/technology expertise to confidently serve as the field-based expert in Immunoassays, Chemistry, and Transfusion Abbott products such as AxSYM, IMX, TDX, TDX/FLX, LCX, ADX, Toshiba, Aeroset and Alcyon Blood Analyzers. Work closely with sales reps to develop specific account growth strategy, account mapping and penetration. Maintain accurate and up to date records of customer interactions in CRM system Assist in the achievement of assigned territory sales and profit goals within expense budget plan by proactively calling on existing and potential new customers via field visits, and telephone. Assist in the development of comprehensive training materials and delivery of training for this customer segment. Gathering customer information about technical trends/needs to support development of selling strategies and future products. Responsible for TPD projects that would require investigation into reliability and product enhancement projects for the *Aeroset and Alcyon c4000; Clinical Chemistry Blood Analyzers. Activities involve investigation into performance related issues associated with liquid level sense, pump motors, and Lab Automation System. Developing a scope of investigation and performing test to resolve field complaints. Write and perform test protocols on Toshiba Aeroset and Alcyon Blood Analyzers. Show less