Lead Field Service Technician
Summary:
The Lead Field Service Technician is responsible for being highly knowledgeable in all areas of service activities at InfuSystem and function as a backup to the supervisor in their absence.
They will oversee onsite operations and work with the customer representative to understand facility policy, procedures, and expectations from the InfuSystem team while onsite.
They will perform physical inventory, install tracking devices and beacons, test, evaluate, and perform preventative maintenance on medical equipment.
They will perform constant improvement activities, assist in training, provide feedback to leadership and display their expertise in this field.
They will accurately document service actions in a digital work order and demonstrate our customer is 1st culture by taking ownership, doing the right thing and solving their problems.
IN THIS ROLE, THE IDEAL CANDIDATE WILL:
Daily servicing of medical equipment.
Plan daily activities while at the customer site to locate and test devices within agreed upon time frames.
Ensure all customer expectations are met and the customer is fully satisfied with the team's operation.
Manage workflow to ensure the most efficient processing of medical devices.
Work with the customer representative to understand site policy and procedures and communicate these expectations to the InfuSystem team.
Track project completion statistics against contracted inventory to ensure project completes within the project schedule.
Follow all customer protocols and policies while at the customer's facility.
Plan out and install tracking beacons throughout customer facility to ensure full coverage.
Always be presentable and approach customer employees in a polite and respectful manner.
Work with customer employees to locate devices efficiently and quickly throughout their facility.
Providing the most cost effective and timely servicing of medical devices to meet all customer needs.
Understand and train on the documentation efforts that provide for essential details of service actions and observations of pump conditions and operations.
This crucial process will allow people to understand the history of a device and provide the customer with more beneficial information.
Train the technicians on activities that established process and procedures to diagnosis test and recertify devices.
Assure the Technical Group is entering work orders with correct parts, labor, equipment info and performance results.
Ensure the technical group is adequately trained on repair and estimating devices the first time.
Lead operational awareness to help seek out new processes or procedures to increase repair ability, reduce cost and increase effectiveness of repairs.
Assure that the Technical Group is successful in performing all routine and complex testing on a variety of pump models by working with the Biomedical Supervisor(s)/Manager to determine the skill needs of each individual technician Advise the Biomedical Onsite Supervisor(s)/Manager about the Technical Group in the areas of productivity and quality in recertification, diagnosis and repair.
Update and maintain training records for the Technical Group.
Communicate noticeable trends in customer operations of the devices to help the company assist the end users in effective operation with minimal downtime.
Remain flexible, open and eager to learn/teach fellow employees in order to best meet and exceed the customers' expectations at all times.
Have an awareness and understanding of our competitors and the marketplace.
There are many variables that exist and play a factor into supply/demand of the infusion devices.
Provide feedback to the Biomedical Onsite Supervisor(s)/Manager and sales on emerging issues with the devices and processes for continued improvement.
Understand the emerging negative trends in the device failures to help develop strategy to reduce or eliminate them.
Troubleshoot and communicate with customers on an as needed basis Lead special projects under the supervision of the Department Supervisor(s)/Manager.
Continue to advance education in areas of leadership and development Prioritize and allocate work to site Technical Team in the absence of the site Technical Manager.
Performs other related duties as required.
SUPERVISORY
Responsibilities:
This position assists with the supervision of the technical staff.
THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING
Qualifications:
Medical device troubleshooting and repair experience is required.
Exceptional verbal and communication skills as well as strong organizational skills.
Associate degree (A.
A.
) or equivalent from two-year college or technical school; and four years related experience on infusion pumps.
Ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to add, subtract, and match numbers.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Knowledge of Computerized Medical Maintenance Software (CMMS) and Microsoft Office Suite to include word, excel and outlook.
Minimum of 16 hours training/seminar in leadership or supervisory courses.
PERSONAL AND PROFESSIONAL ATTRIBUTES:
The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:
Strong work ethic Sound judgment Proven written and verbal communication skills Natural curiosity to pursue issues and increase expertise Pursue and design innovative analytical performance metrics The courage to promote and defend ideas and analyses Passionate about InfuSystem and serving customers and patients Strives to make an impact on improving our business processes and results Exemplary honesty and integrity Ability to collaborate effectively and work selflessly as part of a team PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl.
The employee is occasionally required to stand.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focusWORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat.
The noise level in the work environment is usually moderate.
INFUSYSTEM OFFICE LOCATIONS:
Although this position is available in any state with travel requirements, if you live near one of the locations listed below, you may be required to work onsite occasionally when you are not traveling.
Rochester Hills, MILenexa, KS Santa Fe Springs, CACanton, MABakersfield, CACOMPREHENSIVE BENEFIT PACKAGE:
At InfuSystem, we give our employees the tools to succeed both on and off the job.
Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future.
In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work! Health plan options that include an employer contribution Health Savings Account (HSA) Healthcare and Dependent Care Flexible Spending Accounts (FSA) Dental and Vision premiums covered by InfuSystem 401(k) with a specified Company Match Life Insurance, STD & LTD Employee Stock Purchase Program Tuition Assistance Generous Paid Time Off plan Paid Parental Leave Employee Assistance Program Competitive Pay Direct Deposit Employee Referral Bonus Recommended Skills Biomedical Engineering Business Processes Communication Computerized Maintenance Management Systems Coordinating Courtesy Estimated Salary: $20 to $28 per hour based on qualifications.
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