Customer Support Engineer

Job Summary:The Field Service Engineer (FSE) is responsible for achieving customer satisfaction by delivering timely and high-quality service and supporting revenue generation for the organization. The role involves installation, configuration, troubleshooting, and repair of products and systems purchased by customers, along with resolving complex technical issues.Roles & Responsibilities:✓Ensure full compliance with service delivery processes for effective and efficient execution.✓Lead installation, implementation, and demonstration of assigned systems. Manage the complete lifecycle of installed systems✓Perform corrective maintenance and complete preventive maintenance (PM) schedules within the defined timeline.✓Resolve complex technical problems and implement innovative, cost-effective solutions.✓Provide support and coordination for Carestream-installed equipment in collaboration with channel partners.✓Support service sales initiatives and contribute to achieving service sales targets.✓Assist in spare parts sales and promote system upgrade opportunities to customers.✓Ensure accurate and timely reporting of technical and administrative data (calls, PM, FCO, installations) through internal systems.✓Handle parts and test instruments responsibly; return all parts with proper documentation.✓Manage customer overdue collections as required.✓Close service calls promptly, logging accurate expenses and man-hours using C4C software.✓Drive contract capture rates and renewals for channel-managed services.✓Use calibrated tools and instruments per standards.✓Complete all role-mapped training within assigned deadlines.✓Strive for excellence in every customer interaction to ensure customer delight.✓Participate and implement customer satisfaction enhancement programs.✓Escalate issues to technical specialists when necessary and collaborate for resolution.✓Manage key customer accounts to maintain high satisfaction levels.✓Build strong relationships and effective communication with both channels and sales teams.✓Mentor and support channel engineers in resolving technical issues.✓Monitor and verify the quality of work performed by channel partners.✓Continuously upgrade knowledge and skills related to products and processes.✓Complete mandatory training modules mapped to the role within stipulated timelines.Required Education, Experience & Skills:➢Bachelor’s degree in engineering (Biomedical, Electronics, or Electrical Engineering) OR a relevant Technical Diploma.➢Minimum 2-3 years of field service experience, preferably in medical equipment or diagnostic imaging.➢Proven ability to work independently in field-based roles and Strong hands-on experience with installation, troubleshooting, and preventive maintenance.➢Solid understanding of LAN, Windows OS, networking, and MS Office tools.➢Basic familiarity with medical IT protocols like DICOM, HL7, HIPAA.➢Technical knowledge of electromechanical and electronic systems.➢Strong communication and interpersonal skills.➢Ability to prioritize under pressure and adapt to irregular work hours.➢Willingness to travel extensively as per role requirements.➢Physically capable of performing moderate to difficult field tasks.➢Responsible for complete life-cycle service of high-tech diagnostic imaging equipment.Desired Education, Skills & Experience:oBachelor’s degree in biomedical, Electronics, or Electrical Engineeringo3–5 years of relevant field service experience, with independence and minimal supervision.oPrior work with radiology, X-ray, CR/ DR or similar medical imaging systems is a plus.oOEM product certifications or third-party technical certifications.oExperience managing or coordinating with channel engineers.oAbility to present technical information to customers clearly and professionally.oFamiliarity with industry standards like ISO 13485, IEC 60601 is an advantage.oCapability to coach channel engineers in procedures and tools.oHigh emotional intelligence, problem-solving mindset, and customer-first approach.