Field Services Engineer

4 days ago

New Delhi, India Vulcam Medical Systems Private Limited Full time

Responsible for meeting the daily service repair needs of medical device equipment with defined quality standards & optimum utilization of resources in assigned territory with focus on achievement of customer service excellence.
Key Responsibilities
Service & Maintenance: Perform installation, preventive maintenance, and corrective repairs for Ultrasound and Digital Radiography (DR) modalities in accordance with OEM’s service procedures and quality standards.
Technical Expertise: Diagnose hardware and software issues, conduct electrical and mechanical testing, and determine the most cost-effective and timely solutions.
Customer Support: Respond to customer calls promptly, ensuring effective communication, professional conduct, and high levels of satisfaction.
Escalation & Reporting: Escalate unresolved or complex issues to higher technical levels or the quality reporting system, ensuring accurate and timely documentation.
Compliance & Documentation: Maintain accurate service reports, call logs, and parts usage records in the system tools. Follow safety and regulatory guidelines as per company policy.
Collaboration: Work closely with the sales, applications, and service teams to support customers.
Continuous Improvement: Contribute to process enhancements, participate in technical trainings, and support field upgrades or product improvement initiatives.
Service Revenue: Generate revenue through Repairs, Accessories Sales, AMCs and repair exchange as per given targets - coordinate to submit estimate, approval follow-ups, spares consumption and invoicing.
Soft Skills: Ensure proper and timely response / update to the customer - directly to achieve high level of customer satisfaction. Implement Empathy, Drive, Communication competencies and fair understanding and exhibition of Self / Brand Image
Compliance (Policies and Process): Implementation of company defined processes and systems required to deliver high quality consistent Customer Service Support.
Qualification & Functional Experience
Degree or Diploma in Electronics / Electrical / Instrumentation, / Biomedical or Equivalent.
Candidate should have basic knowledge of Electrical and Electronics fundamentals.
3-8 years of experience in service & maintenance of Ultrasound and DR systems
Field exposure required, local language knowledge mandatory.
Knowledge on ultrasound applications will be an additional advantage.
Good communications, listening and interpersonal skills.

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