Field Service Engineer

3 days ago

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Hyperfine

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Big Data Analytics • Business Intelligence • Data Mining • Unstructured Big Data • Machine Learning

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Description

• Conduct remote and/or on-site support to include deployment/installation, maintenance, analysis, troubleshooting repair, hardware functionality and replacement, administrative oversight, and support of medical devices at customer sites. • Accountability for and coordinates response and resolution between the end users and all departments within Hyperfine and within defined SLA and business objectives. • Documenting and accountability for delivery of response and resolution for reported issues and cases including responsibility for network connectivity issues, scanner configuration, and overall end to end usability. • Addresses various types of cases to include but not limited to new features, enhancements, how-to, turn-up and configuration, training, RMA/hardware replacement, safety, regulatory and problem resolution in a time sensitive environment. • Develop a deep understanding of products to include User Interface, hardware, software, and cloud authentication tools. • Monitor and respond to various channels. • Continuous communication with customers and internal teams and leadership on status, progress, action plans, and escalations. • Write, test, and execute workflow/troubleshooting processes, upgrading instructions and various service and support related documents. • Write, test and develop and lead training to include troubleshooting or explaining procedures and functions. • Reproduce customer reported problems and test solutions. • Develop expertise and utilize various tools (i.e., Salesforce, JIRA, Elastic/Kabana, AWS and others). • Complete training, create, review, and maintain an understanding of processes to include those in the QMS to include participation in audits. • Develop and maintain working relationships with customers, clinical scientists, system users and company personnel. • Assist team to support both IRB and 510K approved MRI medical instrumentation. • Aid in the setup of a service infrastructure. • Deliver and create OKR for quarterly and yearly objectives. • Collaborate with SaaS Cloud team. • Collaborates with network architects on network optimization planning and delivery. • Secure network system by establishing and enforcing policies and defining and monitoring access. • Lead team, projects and assist with mentoring to include warehouse and demo support. • Continuous self and team improvement by participating in educational opportunities, reading professional publications, hosting training sessions, creating training material and participating in professional organizations. • Provide demos or training to end users, distributors, and internal teams. • Provide on-call support to include holidays, evening and weekends on a rotational schedule. • Secure and maintain compliance with customer vendor credentialing requirements.

Requirements

• Bachelor's degree in Engineering, Information Technology, Computer Science; or 3+ years of experience in electronic system troubleshooting. • 3+ years hands-on technical experience installing, troubleshooting, repairing, and calibrating complex systems (medical device system preferred). • 2+ years experience with Unix/Linux. • 2+ years experience with networking, configuring ethernet, DHCP, WiFi, WPA2.