Field Service Technician

JOB DESCRIPTION

Job Title: Field Service Technician

JOB OVERVIEW:

The Field Service Technician is a key role focused on traveling to various medical facilities to precisely inspect, diagnose, and repair failures of medical devices to ensure they meet stringent quality standards and can perform to the full range of designed functionality. This position involves hands-on tasks such as disassembling and reassembling components, conducting functional testing, and maintaining accurate repair records. Additionally, this role will travel to customer sites to assist with install and deinstall devices for clinical use. The technician will work closely with the operations team, adhering to detailed instructions and protocols to ensure product integrity and safety. This role requires a strong attention to detail, manual dexterity, and a commitment to quality control. This role will be focused on devices in the field and travel will be required for the majority of the services. The Field Service Technician reports directly to the Technical Service Manager.

JOB RESPONSIBILITIES AND DUTIES:

• Consistently models the core values of the company both internally and externally.
• Openly commit to and support company processes and systems.
• Understand and follow the processes of the Rampart Quality System
• Travel to customer sites to repair medical device components and products according to detailed instructions, blueprints, and standard operating procedures (SOPs). Ensure all repaired products meet quality and safety standards.
• Travel to customer sites to install and deinstall devices, ensuring proper setup and functionality.
• Conduct functional testing of devices to diagnose failed components or needed repairs.
• Operate equipment and tools safely and efficiently.
• Maintain accurate and detailed service and repair records. Complete required documentation for each repaired unit, ensuring traceability and compliance.
• Complete necessary computer work such as completing digital records of each service performed and assisting the service team with service order management within the service order software.
• Adhere to all company policies, safety regulations, and industry standards. Follow Good Manufacturing Practices (GMP) and ISO standards.
• Work closely with engineering, quality assurance, and other departments to resolve issues and improve service processes. Participate in team meetings and training sessions to stay updated on best practices and new procedures.
• Identify opportunities for process improvements and contribute to the development and implementation of more efficient service techniques. Suggest enhancements to improve product quality and service efficiency.
• Maintain up to date vaccination status for COVID-19, flu, and tuberculosis.
• Any other duty as required by the supervisor.

Key Metrics

• Average Service Order Closeout Time: Tracks the average amount of time elapsed from start to finish for each Service Order.
• Service Utilization Rate: monitors that average time on site actively repairing, installing, or distilling a device.
• Repair Efficiency Rate: tracks the rate at which we repair the concern on the first
• Compliance with Standard Operating Procedures (SOPs): Evaluates adherence to SOPs and protocols, ensuring consistency and regulatory compliance in the repair, installation, and deinstallation processes.

QUALIFICATIONS / EDUCATION AND EXPERIENCE:

• Attention to Detail: Strong focus on accuracy and precision in assembling small and intricate components.
• Manual Dexterity: Proficiency in handling tools and delicate parts, with steady hand-eye coordination.
• Technical Skills: Ability to read and interpret blueprints, diagrams, and standard operating procedures (SOPs).
• Problem-Solving: Capability to troubleshoot and resolve assembly issues efficiently.
• Communication: Good verbal and written communication skills to document processes and collaborate with team members.
• Teamwork: Ability to work effectively in a team environment and contribute to continuous improvement efforts.
• Basic Computer Skills: Proficiency in using basic computer applications for documentation and record-keeping.
• Education: High school diploma or equivalent required. Technical or vocational training in assembly or manufacturing is a plus.
• Experience: 2+ years of technical service experience required. Previous experience in medical device assembly, manufacturing, or a related field preferred.

PHYSICAL ACTIVITIES

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this position.

• Body Positions: Regularly required sitting, standing, and walking for pro-longed periods of time.
• Body Movements: Full range of body movements including the use of hands and fingers, to handle or feel objects, including computer equipment and peripherals, and bending, reaching, lifting, and crouching.
• Vision: Ability to read and see instructions, computer screens, and small parts for assembly

MENTAL REQUIREMENTS

• Attention to Detail: Must be able to focus on small details and ensure accuracy and precision in the assembly of components.
• Relational: Must be able to comfortably connect and work with different personalities both inside and outside the company.
• Communication Skills: Must be able to read and write clearly to effectively communicate with team members and supervisors.

WORKING CONDITIONS

• Environment: Work is performed in a variety of environments including warehousing, office, and hospital locations.
• Physical Demands: The role involves standing, sitting, and performing repetitive tasks for extended periods. Manual dexterity is required for handling small components and tools. Lifting and moving objects up to 50 lb.
• Work Hours: Full-time position with various working hours, as this is a predominantly travel based role, typically Monday through Friday. Occasional overtime or weekend work may be required to meet production deadlines.
• Protective Gear: Use of personal protective equipment (PPE) such as safety glasses, gloves, and ear protection is mandatory to ensure safety.
• Health and Safety: Strict adherence to health and safety guidelines is required to prevent accidents and ensure a safe working environment for all employees. Regular training on safety procedures and emergency protocols is provided.