Field Service Engineer - Acute Care Technology

About the role

ZOLL's Acute Care Technology division develops and delivers medical devices, software and services to EMS, hospital, public safety and military customers worldwide, including AEDs, trauma kits and ventilators. The Field Service Engineer provides technical support, service and repair for ZOLL product lines at customer hospital sites and occasionally at the ZOLL facility. The role is on-site and requires 80% up to 80% domestic travel and occasional international air travel, with non-standard working hours.

Key responsibilities

• Respond to requests from customers, sales, clinical staff, distributors and end-users for technical support, including telephone and email support and hands-on troubleshooting and repair.
• Schedule and perform planned preventive maintenance, troubleshooting, repair and testing of product lines at the customer hospital or at the ZOLL service center.
• Work according to current procedures, test methods and forms, and complete service documentation in ZOLL systems for device service history and compliance.
• Provide technical training of ZOLL products to distributors or clinical staff as directed.
• Maintain system setup, removal and event documentation in line with ZOLL and federal medical device reporting requirements.
• Handle product complaints, including device investigations and investigation reports.
• Give input to manufacturing, supply chain and R&D teams on product performance and reliability, and support sales and clinical associates with console setup and training.

Required profile

• Bachelor's degree in Electrical Engineering or Biomedical Engineering preferred; 4-6 years of hands-on experience troubleshooting and repairing medical equipment, with hospital biomed experience highly preferred.
• Thorough understanding of FDA and ISO 13485 medical device quality standards.
• Ability to work independently and in a team under the direction of the ZOLL Circulation US service manager.
• Physical demands include constant standing, walking, lifting, carrying, pushing, pulling and repetitive motions, with occasional extreme cold, heat, humidity and noise.

Required skills

• Strong technical skills in electromechanical and/or other medical devices.
• Excellent communication, organizational and written and verbal skills, with knowledge of standard office computer applications.
• Ability to use databases, spreadsheets and email, and to escalate customer problems to the international ZOLL organization.