Digital Pathology Field Service Engineer

We are seeking a skilled and motivated Digital Pathology Field Service Engineer to join our team. In this role, you will be responsible for providing exceptional technical support and service for our digital pathology equipment in clinical settings. You will work closely with healthcare professionals to ensure optimal performance and reliability of our systems.

Essential Duties & Responsibilities:

• Track, schedule, and complete all preventive maintenance and FCO's

• Install instruments at customer facilities, product shows, etc., ensuring full functionality according to specifications

• Provide onsite support for all digital products, including installation and initial configuration of various middleware/instrumentation configurations

• Document and record repair information, including work orders, analyzer information, and updates, in accordance with SOP timelines and regulatory requirements

• Maintain accurate records of service activities and customer interactions

• Analyze, review, and inspect findings to determine the source of problems via telephone and/or on-site; perform troubleshooting to repair or replace necessary parts

• Coordinate problem resolution to expedite repairs, minimize downtime, and drive customer satisfaction

• Adhere to all company policies and procedures

• Serve as a communication link between the customer and the company to ensure effective service

• Manage company resources and equipment, such as parts, tools, and trunk stock, effectively

• Escalate all open or recurring issues promptly for resolution per SOP

• Drive high-level customer satisfaction through successful completion of field service duties and responsibilities

• Provide technical assistance and troubleshooting as required

• Foster teamwork by supporting all necessary departments to improve internal cooperation and customer satisfaction

Operational Excellence:

• Actively supports change initiatives to improve efficiency, productivity, and the execution of business commitments.

• Manages all company assets effectively and responsibly.

• Performs Corrective Maintenance, Preventative Maintenance, Field Change Orders, Installation Implementation, and performance assurance within targeted timelines.

Skills:

• Strong understanding of service documentation processes

• Experience with data gathering and service goal monitoring

• Familiarity with automation systems and robotics

• Excellent problem-solving and troubleshooting skills

• Strong communication and interpersonal skills

Required Competencies:

• Customer-first attitude

• Excellent written and verbal communication and documentation skills

• Professional manner and superior soft skills

• Excellent computer, PC, and internet skills

• Ability to express sympathy, empathy, and patience

• Solid technical knowledge and experience in engineering fundamentals

• Work collaboratively, sharing knowledge and experience; works on assignments that are technical in nature, requiring some judgment; has a role in decision-making to provide the customer the right solution.

• Logical problem solver able to work independently

• Strong work ethic with proven dependability

• Recognize new technologies and adapt to daily working

• Understand the areas of empowerment and when to escalate through appropriate channels

• Take ownership and be accountable for own actions

• Determine the most cost-effective repair/solution to minimize customer downtime.

Education & Experience:

• High school graduate degree level or equivalent desired (preferably in an engineering, medical, or science-related qualification)

• Comprehensive PC skills (e.g., experience with Microsoft Windows and Office software applications)

• Competent in IT/Network diagnosis/system connectivity/Remote service preferred.

• 1 year experience within an engineering, medical, or science-related environment preferred

• At least 2-3 years of experience in a servicing role and customer-facing role experience

Physical Demands and Work Environment:

• Job operates in the hospital/medical environment

• Potential exposure to hazardous physical, chemical, and biological agents. Customer will advise of potential hazards prior to scheduling FSE. It is assumed that the customer will provide any required protective gear or escort at the site at no additional cost to the supplier. Any additional cost to the supplier for protective gear will be passed on to the customer.

• Frequently in contact with electrical equipment

• This role routinely uses standard office equipment such as computers, phones, medical test equipment, and hand tools.

• Average driving is 1-4 hours daily and may exceed 50% at times. Occasional overnight stays and travel by air or train may be required.

• Responsible for carrying and monitoring company cell phone and being available and responsive during scheduled and non-scheduled hours, except during rest/meal periods as required by applicable state law.

• Must be flexible in working hours as this position will require customer support during non-regular business hours, mandatory overtime on short notice, and/or weekend work as necessary.

• May be required to participate in an on-call rotation to provide customer support.

• Regularly speaks, hears, and views computers.

• Frequently lifts, carries, pushes, or pulls up to 20 pounds. Occasionally lifts or carries up to 50 pounds, with assistance available.

• Occasionally twists and crawls.

• Frequently stands, walks, stoops, kneels, and extends reach.

• Regular grasping and repetitive hand movements.

• Use of personal protective equipment may be required, including but not limited to safety glasses, hard hat, steel-toed shoes, and medical rubber gloves.

Key Skills

What's In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don't meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.