Job Description

The Technical Service Engineer will be responsible for maintaining, repairing and servicing Company equipment in an assigned geography. On-going training and support will be provided.

Essential Functions

• The incumbent will provide direct on-site assistance to Mallinckrodt’s Critical Care business within assigned geography and other areas as needed.

• Will have the ability to work in a hospital environment, mainly within large academic hospital outpatient areas or Company service center.

• Manage instrument installations in conjunction with the clinical service team, territory manager and the customer. Clearly communicating any issues or needs to management.

• Responsible for managing service operations to meet or exceed key performance indicators (KPIs) established by management; this includes scheduled preventative maintenance, upgrades on hardware and software, and basic unscheduled repairs.

• Troubleshoot technical problems with the instruments including working collaboratively to assist other engineers when help is needed.

• Timely and accurate completion of documentation, as required by SOP.

• Ensure compliance with regulatory and health care compliance guidelines, and company policies.

• This position will require frequent travel within assigned territory (and sometimes outside assigned area).

• Responsible for troubleshooting problems related to field complaint activity, determining the level of complexity, identifying and understanding situations, opportunities, initiatives and takes appropriate action to ensure resolution in a timely manner.

• Provide real-time telephone technical support to hospital or clinical based biomedical engineers.

• Co-travel with fellow engineers to enhance skills.

• Communicate with customers via phone, email to arrange service/repair calls.

• Confirm resolution of technical support complaints/issues and provide follow-up as appropriate to the reporter.

• Keep abreast of new company products and services, providing technical expertise and end user input as required.

• Work with management on customer service initiatives.

• Provide technical feedback to customers upon request.

• Significant travel, some overnight (up to 70%), could be last minute.

Minimum Requirements

Education / Experience / Skills:

Education:

Bachelor’s degree preferred in medical technology, biomedical engineering or related field. Technical certificates considered.

Experience:

Minimum of 2 or more years’ experience in maintenance of equipment, preferably in the field of Medical Devices

Preferred Skills/Qualifications:

• Familiarity with Quality Systems and ISO regulations – (cGMP, ISO) Basic computer skills with proficiency in Microsoft office applications

• Writing skill necessary to effectively communicate technical /clinical information to others.

• Verbal skills to clearly and concisely communicate information to customers.

• Experience with SAP, Master Control or like database.

• Computer literacy is required.

• Strong customer focus and teamwork aptitude with well-developed interpersonal, communication and listening skills.

• Analytical and technical mind-set with demonstrated troubleshooting skills.

• Ability to handle multiple activities, with flexibility to adapt to urgent situations.

• Must be capable of individual initiative to prioritize and coordinate service activities and travels with direct colleagues.

• Organize and express ideas clearly – both verbal and written Enthusiastic, dedicated and committed approach to work.

• Experience in a regulated, and/or global environment is highly desired.

• Sound organizational and prioritization skills

• Ability to work with and establish solid relationships with diverse groups of individuals both inside and outside of the organization.

• Ability to work effectively with multi-functional teams.

Organizational Relationship/Scope:

Will interface regularly with several functional areas within the company, including but not limited to, Customer Care, Service and Support, R&D Engineering, Sustaining Engineering, Sales, Marketing, and Medical Affairs teams (CS, MSL)

Working Conditions:

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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