Field Support Specialist, II

The Opportunity

We have a unique opportunity for a Field Service Specialist in the Midwest USA. The Field Support Specialist is an essential part of the Global Field Service Team.  Responsibilities include providing on-site services, installations, emergency repairs, upgrades, and routine maintenance on a suite of advanced neurosurgery medical equipment. You will have an opportunity to use your broad knowledge and experience in servicing complex medical equipment to provide a truly great customer experience. This is also an opportunity for you to play a key role in providing customer feedback and making recommendations to Engineering, Design, Quality and Production as a collaborative team member.

The ideal candidate will have an eye for detail and a passion for improving efficiencies. This role closely supports the Sales and Applications Teams to promote customer loyalty. Responsiveness and compassion assures the customer that they’ve made a great choice with Synaptive’s products and services. 

What You’ll Do

• Troubleshoot and resolve complex technical problems on Synaptive equipment in a medical environment
• Drive customer satisfaction through service excellence by conducting; installations and modifications, preventive maintenance, managing repair/parts cycle times
• Handle escalating situations quickly and professionally
• Provide 2nd line support to our Clinical Applications Specialists in all aspects of customer support
• Provide user training as needed
• Develop a very high level of product knowledge, becoming proficient in service and repair of all Synaptive systems
• Provide pre-delivery coordination for installation of Synaptive products
• Set-up connectivity to PACS and handle coordination of connectivity within the hospital
• Ensure all required training and certification is completed on time
• Provide both Technical and Non-technical support during clinical courses and sales & marketing events
• Establish and maintain proper business relationships with customers and peers, as well as performing necessary administrative duties accurately
• Become and remain compliant with REPtrax , VendorMate and Symplr for credentialing
• Work with other departments and team members to capture product and process-knowledge for the Service Organization
• Maintain and enhance knowledge repositories
• Occasionally work off hours with occasional weekend support 
• Travel approximately 75% of the time
• Other related duties as necessary

What You’ll Need

• Minimum 3+ years of in-field experience servicing complex medical devices
• Experience with mechanical devices, tools and test equipment, telecommunications systems, and working knowledge of computer networking
• Comprehensive understanding of IT connectivity; hospital networks and troubleshooting
• Excellent written and verbal communication skills within a hospital setting
• Valid driving license and satisfactory driving record
• Experience with budgets, expenses, and resource management
• Proficient in the use of hardware and software applications including Microsoft Office, Unix, etc.
• Valid passport

It’d Be Amazing If You Had

• Operating Room (OR) environment experience, principals and best practices
• Experience interacting with OR staff and protocols
• Experience in implementing Enterprise Imaging solutions
• Understanding of clinical workflows in radiology and OR departments
• Knowledge/understanding of Informatics domain, virtual systems
• Knowledge/understanding of RIS, PACS and/or VNA

About You

• Ability to adapt to changing environments
• High attention to detail, meeting accuracy and productivity goals
• Understanding of terminology and ability to share and communicate effectively
• Ability to function within and support a team environment and build strong working relationships
• Dependable and punctual
• Strong problem-solving skills
• Self-motivated, utilize available resources for self-improvement and development
• Outgoing, friendly, positive attitude with exceptional customer service skills
• Ability to anticipate customer needs
• Open to new ideas and suggestions
• Comfortable with attending live surgeries and working in Cadaver labs