CIVCO Medical Instrument Co Inc Field Services Engineer in Kalona, Iowa
The primary responsibility of this position is to provide technical support to customers, installation and service providers for the High-Level Disinfection and Men’s Health (HMH) products. This position will also travel to customer locations to assist with support, as well as conduct training to contracted installation and service providers. This position is exempt and will be located at the Kalona, Iowa facility.
Essential Duties and Responsibilities include the following (Other duties may be assigned):
Maintain superior level of customer service and product support
Track customer accounts and provide service in line with applicable contracts
Investigate complaints and troubleshoot breakdowns by performing failure diagnostics and conducting root cause investigations
Build and strengthen customer relationships by ensuring proactive communication and rapid problem resolution
Documents service actions by completing forms, reports, logs, and records
Understand and ensure adherence to all medical device quality and regulatory requirements
Assist third party installation and service representatives
Provide solutions to escalated issues using technical expertise
Maintain updated field manual to guide field service representatives
Provides training to contracted service provider when needed (this will likely occur in the field at a customer site)
Support continuous improvement within the service department including:
Create service work instructions and videos
Make or support changes in processes to improve service metrics
Monitors and maintains quality and productivity
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Minimum high school diploma or GED with five or more years of related experience or equivalent combination of education and experience. An Associate’s or Bachelor’s degree in mechanical, electrical or industrial maintenance with two years of related experience is preferred.
Other Knowledge, Skills and Abilities:
Demonstrates excellent interpersonal and communication skills
Experience diagnosing and repairing mechanical, electromechanical, or electrical equipment.
Experience troubleshooting and responding to customer concerns.
Demonstrates the ability to adapt to change and challenging circumstances
Experience with project management including planning, scheduling and prioritization
Ability to establish and maintain healthy working relationships with customers and staff.
Demonstrates troubleshooting abilities and attention to detail.
Ability to read blueprints or technical diagrams.
Experience with basic hand and power tools
Ability to travel up to 25% of the time
Ability to be available outside of business hours to provide assistance
Experience with Microsoft Office (Outlook, Teams, Excel, Word)
Ability to demonstrate and promote CIVCO Values
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to reach with hands and arms. The employee must frequently move up to 85 pounds with assistance.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)