• Worked as a Field Service/Tech Support Engineer in the North and South America.
• Provide installation, repair, and maintenance support for Cyberknife Radio Surgical Systems.
• System service consists of Electronic, Robotic, Pneumatic and High Voltage circuits.
• Extensive knowledge of Linear Accelerator, Computer Networks, Unix and Windows Server platforms.
• Self management of schedule and work priorities to ensure that urgent customer requirements are fulfilled.
• Participate in local sales opportunities for service contracts and equipment revenue programs.
• Manage repair parts cycle times, tools and test equipment calibration cycles and customer service logs in compliance with company policy.
• Developed and Delivered new product training programs for Field Service and Training Development.
• Coach, mentor and train Field Service Engineers on both technical and customer service skills.
• Knowledge of Microsoft Office programs as well as Visual Basic Computer programming software.
• Instructor for advanced level training for new product development.
· Provide level 2-onsite Customer and Field Engineer support for Nuclear Medicine and PET/CT products utilizing internal escalation process in the Central part of the U.S.
· Worked as an Online Center Engineer utilizing remote service diagnostic tools including Linux, Unix and Windows driven programs. Strong knowledge of Networks, HIS/RIS, PACS and Dicom protocols.
· Drive Material & Purchased Service initiatives for modality to help achieve Material OP for assigned territory.
· Coach and train Field Engineers to insure technical and customer's skills meet or exceed business needs.
· Lead projects in areas of product serviceability, reliability, and quality trend analysis as well as support new product introduction.
· Exceptional knowledge of electronic and network troubleshooting utilizing schematics and test equipment.
· Work with Modality / Service Engineering, Product Engineering and field support specialists to drive product quality, serviceability, and resolve formal customer escalations.
· Maintained up-to-date knowledge of modality products, service expertise, and tools.
· Identify field process improvements such as pre-PM work, PM cycle time, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field
· Own service operational metrics, including but not limited to PM completion rates, inventory management, customer satisfaction scores, and overall cost controls.
· Develop and lead a highly effective service delivery team including development, staffing, training, and field service engineer effectiveness
· Drive financial growth and profitability through active support of new equipment sales, installations, upgrades, contract revenue growth and retention.
· Responsible for financial management and growth by understanding the impacts that key decisions have on the field.
· Handle Regional expenses to achieve annual operating profit target including but not limited to travel, overtime, parts and inventory management.
· Motivate employees and drive a positive cohesive cross-functional work atmosphere.
Responsible for employee development, including coaching, mentoring and finding opportunities for improvement and advancement
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