Job Description

Summary

Repair, inspect, maintain, install, and relocate ARKRAY medical diagnostic equipment in the point of care and clinical laboratory environment and in-house. Utilize technical knowledge of ARKRAY diagnostic systems to resolve issues and ensure customer satisfaction. The employee is responsible for ensuring Field Service staff and main warehouse have adequate and correct part inventory levels. Handle and/or participate in a team that resolves customers' problems and issues. Also responsible for planning, organizing, scheduling, budgeting, and supervising technical personnel. Recruit, train, and develop Field Service Engineers to provide effective and timely customer support.

Duties and Responsibilities

• Provide excellent customer service during on-site service calls, and over the phone. Also act as a point of reference and support for other Staff on the team.
• Responds to internal and external customer needs by inspecting, diagnosing, repairing, installing, and maintaining ARKRAY medical diagnostic equipment to include Service escalations. These processes should be developed and documented in detail in supporting documentation and in ARKRAY service orders. This also includes developing and conducting service-training programs to ensure adequate field and in-house support needs are met.
• Act quickly when responding to service related support and directly to dispatches by contacting customer and arriving on-site in a timely manner. Once on-site, resolve issues as quickly as possible.
• Ensure customer satisfaction through the scheduling completion of all routine/preventative maintenance, standard system checks, and required hardware and software upgrades.
• Participate and give constructive feedback to the relevant divisions on improving the effectiveness, productivity, and cost controls associated with the service of ARKRAY medical diagnostic equipment.
• Review service manual documentation to ensure accuracy and current revision levels.
• Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.
• Maintain Device History Records and monitor modification and software upgrade status.
• Supports in-house products during critical chemistry or instrument development cycles, by maintaining and repairing critical instrumentation.
• Successful completion of all ARKRAY Field Service training programs.

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned be management.

Knowledge and Skills

• Bachelors Degree or Technical School (Electronics)
• 3-5+ years’ experience in the repair, maintenance, and installation of medical diagnostic equipment used in a laboratory setting.
• Electronic, mechanical, pneumatic, and fluidic aptitude required.
• Maintains professional and technical knowledge by attending educational classes as required, and reviewing technical bulletins
• Performs other duties and/or projects as assigned.
• The position requires 75% travel throughout the continental United States.
• The position requires maintaining credentials through companies such as VendorMate and Reptrax.
• This person will work out of our Plano, TX office when not traveling on business.

ARKRAY is an Equal Opportunity Employer: minorities, women, veterans, and individuals with disabilities.

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