Endoscopy Integration Engineer (EIE)

• - Field Engineer
• San Francisco, CA, USA
• Full Time

Reports To: Director – Field Operations (DFO)

Location: Remote

Position Summary: The Endoscopy Integration Engineer (EIE) will be an expert in performing video integration and installation services, system maintenance and/or upgrades, and technical support for Ambu's Visualization products. The EIE will help to drive product adoption and utilization, while also driving customer satisfaction through service excellence.

Responsibilities and Essential Functions:

• Develop strong relationships with the sales teams by acting as a resource to identify targeted existing accounts, SALs, and other qualified leads
• Become a recognized expert in product technical competencies and answer a wide range of questions concerning technical applications and system capabilities
• Provide technical on-site support, as needed, during product demonstrations and clinical procedures
• Assist in coordination of system delivery (e.g. confirming site readiness, lead times for third-party deliverables, facility IT preparedness)
• Maintain customer service logs and internal service records daily that satisfy company quality requirements and specifications
• Train customer(s) on new features or enhancements made to existing features
• Perform maintenance inspections to ensure system meets performance specifications
• Troubleshoot, repair, or replace Ambu's products and associated equipment failures
• Maintain accurate configurations of installed base, including tracking of "Hotswap" equipment, within assigned region
• Manage individually assigned spare parts, capital equipment and other Ambu asset(s) inventories
• Support tradeshow activity
• Act as a liaison for customers to US Headquarters and Sales regarding issues, opportunities and threats
• Up to 75% travel to support assigned region
• Candidate must live within assigned territory

Performance Criteria:

• Provide a consistent high level of service to clients
• Ensure compliance with all Standard Operating Procedures (SOP's)
• Ensure 100% accuracy of all documentation submitted to company
• Maintain complete and accurate communication to Director-Field Operations (DFO)
• Train all converted accounts assigned within territory
• Support and train all key personnel and end users
• Achieve a high level of user/customer satisfaction from training sessions
• Full understanding of relevant guidelines and policy in the Critical Care Environment
• Valid and clean driver's license, and willingness to fly
  • Ability to stand for long periods at a time.
  • Able to lift 75 lbs. and move object(s) up to 150 lbs.

Qualifications and Skills:

• 3-5 years of field service and/or technical customer service experience
• Associate degree in Electronics, Management Information Services, Mechanical Technology or equivalent training/experience
• Experience in diagnosing and repairing mechanical, optical and electronic equipment, medical device experience a plus
• Experience with showcasing video editing and HW/SW testing for multimedia applications, as well as familiarity with multimedia server applications and video data management
• Proven ability to understand and implement mechanical, electrical, and schematic drawings
• Proficient in LINUX, Microsoft Operating Systems, and CRM reports
• Strong analytic and problem-solving skills
• Strong communication (written and verbal) and organizational skills
• Ability to manage various projects at a time
• Comfortable in a physician and clinical/patient care environment
• Competent in knowledge and implementation of Hospital/ASC protocol