Field Service Engineer- Cathlab

Job Title

Title: Field Service Engineer

Location: Surat

Job Responsibilities:

• Provides advanced technical support, including comprehensive troubleshooting and escalation support, ensuring accurate diagnostics and resolutions while strictly adhering to regulatory guidelines and safety protocols.

• Conducts in-depth diagnostics and repairs on complex medical devices, ensuring minimal downtime and optimal performance to meet the critical needs of healthcare providers and patients.

• Understands implications of work, makes recommendations for solutions, and utilizes experience and in-depth knowledge to complete a wide range of tasks in resourceful and effective ways.

• Exercises within established procedures, utilizes specialized skills to perform in-depth analysis of assigned tasks, identifying key issues and patterns and resolves moderately complex problems to drive results.

• Executes thorough pre-visit preparation, ensuring that all necessary parts, tools, and diagnostic information are available to achieve resolution in first visit and enhance customer satisfaction.

• Handles customer escalations and complaints by following established processes, ensuring accurate information capture, timely resolution, and maintaining high levels of customer service.

• Takes initiative with medium to high technical complexity support tasks, making informed decisions within defined frameworks to deliver effective solutions and improve device functionality.

• Engages actively in continuous improvement initiatives, sharing complex solutions and technical knowledge to enhance service quality, efficiency, and team performance.

• Provides technical mentorship and guidance to junior technicians, sharing expertise, best practices, and technical procedures to improve overall team capabilities and service outcomes.

• Collaborates with cross-functional teams and the wider organization to identify opportunities for sales or value-added services, supporting business goals and enhancing customer relationships.
  

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. Indicate if this role is an office/field/onsite role.