Ambu
  • - 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 
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