Field Services Engineer

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.