Summary

Repair, inspect, maintain, install, and relocate ARKRAY medical diagnostic equipment in the point of care and clinical laboratory environment and in-house. Utilize technical knowledge of ARKRAY diagnostic systems to resolve issues and ensure customer satisfaction. The employee is responsible for ensuring Field Service staff and main warehouse have adequate and correct part inventory levels. Handle and/or participate in a team that resolves customers' problems and issues. Also responsible for planning, organizing, scheduling, budgeting, and supervising technical personnel. Recruit, train, and develop Field Service Engineers to provide effective and timely customer support.

Duties And Responsibilities

• Provide excellent customer service during on-site service calls, and over the phone. Also act as a point of reference and support for other Staff on the team.
• Responds to internal and external customer needs by inspecting, diagnosing, repairing, installing, and maintaining ARKRAY medical diagnostic equipment to include Service escalations. These processes should be developed and documented in detail in supporting documentation and in ARKRAY service orders. This also includes developing and conducting service-training programs to ensure adequate field and in-house support needs are met.
• Work alongside the Manager to guide and train internal and external staff to ensure their continued development so that team objectives are met.
• Act quickly when responding to service related support and directly to dispatches by contacting customer and arriving on-site in a timely manner. Once on-site, resolve issues as quickly as possible.
• Ensure customer satisfaction through the scheduling completion of all routine/preventative maintenance, standard system checks, and required hardware and software upgrades.
• Participate and give constructive feedback to the relevant divisions on improving the effectiveness, productivity, and cost controls associated with the service of ARKRAY medical diagnostic equipment.
• Review service manual documentation to ensure accuracy and current revision levels.
• Determine appropriate preventive maintenance procedures, service parts kits, and schedules to ensure effective on-going equipment maintenance.
• Maintain Device History Records and monitor modification and software upgrade status.
• Supports in-house products during critical chemistry or instrument development cycles, by maintaining and repairing critical instrumentation.
• Successful completion of all ARKRAY Field Service training programs.
• This person will work out of our Plano, TX office when not traveling on business.