Field Service Engineer
Territory: Toronto
Company Overview
Our client is a global medical technology leader specializing in the development, manufacturing, and service of state-of-the-art Nuclear Medicine imaging systems. They are driving the industry’s transformation from analog to digital detection technology, enabling healthcare providers to deliver superior diagnostic services at a lower cost. As pioneers in digital SPECT and SPECT/CT imaging, the company utilizes advanced detector materials and proprietary hardware to provide high-speed, low-dose imaging with best-in-class image quality.
Experience, Knowledge, and Skills
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Education: B.Sc. in Biomedical Engineering, Electrical Engineering, or equivalent technical education preferred.
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Medical Imaging Expertise: Minimum of 3 years of experience servicing and installing medical imaging equipment (CT or PET experience required; Nuclear Medicine equipment experience is highly preferred).
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Technical Proficiency: Significant skills in troubleshooting computers, software installations/upgrades, and complex electromechanical assemblies.
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Industrial Experience: Proven track record in servicing and troubleshooting sophisticated industrial or medical hardware.
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Soft Skills: Strong sense of customer service with excellent interpersonal and rapport-building skills.
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Operational Mindset: Ability to work independently, take personal ownership of the customer experience, and make decisive decisions regarding resource escalation.
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Travel: Willingness to travel to support other locations
Position Responsibilities
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Technical Support: Provide expert on-site and remote support for break-fix issues involving hardware, software, IT networking, and clinical applications.
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Lifecycle Maintenance: Execute new system installations, complex field upgrades, and scheduled preventive maintenance across the digital imaging product portfolio.
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Customer Advocacy: Act as the primary point of contact for customer concerns, ensuring timely problem resolution and maintaining direct follow-up until issues are fully resolved.
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Product Improvement: Provide critical feedback to the Director of Service and Engineering teams to enhance product reliability, operability, and global serviceability.
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New Product Introduction: Support the launch of new technologies and "first-of-kind" installations in the field.
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Cross-functional Collaboration: Work alongside Sales and Applications teams to resolve satisfaction issues and implement solutions that drive regional revenue.
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Operational Reporting: Provide regular status reports to internal and external support teams and maintain accurate service documentation.
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Process Optimization: Improve service productivity by identifying deficiencies and recommending enhancements for tools, training, and workflows.
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