Regional Service Engineer

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Job Purpose

Functional Responsibility:

Provide expert advice and assistance on the devices to distributors and customer representatives within the region.

Provide periodic on-the-job service training for end customer and distributor engineers.

Provide periodic on-site technical assistance to resolve difficult equipment and customer problems, especial for the key customers.

Be responsible for own spare parts inventory management and is considered as the expert on this specific product line.

Major Accountabilities

• Support device/equipment installations;
• Be prepared to educate users and conduct demonstrations of our products;
• Repair installations using remote access software and the internet;
• Provide field-based technical advice and assistance to LivaNova Group employees and customers;
• Repair, troubleshoot, and salvage damaged databases either at customer site or remotely;
• Support new medical device connections and interfaces; obtain manufacturing specifications, download actual data stream, and advise programmers on required data point collection based on customer requests;
• Troubleshoot customer owned equipment (computers) in relation to problems that arise following installation of software products;
• Work with multiple customer department disciplines (Medical Records, IT/IS, Surgery, and Perfusion) to ensure all customer expectations are met following installation;
• Train customers on the appropriate use of the equipment and software;
• Develop FAQ documentation for LivaNova Group employees and customers;
• Provide input to in-house groups with regards to product performance issues, technical troubleshooting tips, product improvement recommendations, etc.;
• Be thoroughly knowledgeable and conversant on all products LivaNova manufactured and distributed equipment in his/her scope;
• Have knowledge and expertise in certain product areas in his/her scope to be able to provide effective and timely technical advice and support to others;
• Be the technical consultant on product development teams as needed;
• Backup support to other Field Service reps as needed;
• Initiate self-development to maintain proficiency on LivaNova products, changes in technologies and applicable regulatory requirements;
• Provide periodic on-the-job training of new Field Service Representatives;
• Comply with the compliance/ethic/code of conducts requirements of LivaNova Group; ensure people are conducting business in a fair and ethical fashion. Individuals in this role interpret and enforce company policy, procedures, and business practices;
• Be responsible and accountable for all assigned company assets including tools, test equipment, inventory, computers, pagers, corporate cards, documentation, intellectual property etc.;
• Complete timely paperwork, documentation, and administrative tasks per organizational policies and procedures;
• Maintain an action plan of personal development and training through goals and objectives to maintain expertise and overall industry and product knowledge;
• Be responsible for maintaining financial cost effectiveness within assigned territory;
• Work effectively with coworkers, distributors, other departments and customers;
• Support the field engineers from distributor companies with annual training, on-site help, phone call, etc.;
• Undertake normal management and selling work for the spare parts;
• Contact customers and give the explanation, training and maintenance for them as they want.

Requirements

Education

Bachelor's Degree in Biomedical Engineering or related field.

Languages

English: good spoken & written;

Fluency in another language will be considered a plus.

Experience/Professional Requirement

• Minimum 3 years experience in field service engineering or related field;
• Experience of related medical devices is preferred;
• Knowledge and understanding of compliance topics with proven track record;
• Ability to identify and solve equipment, software and operating systems quickly and accurately;
• Self-starter with the ability to proactively plan, schedule and develop own work with minimal supervision;
• Ability to work effectively with co-workers and customers;
• Skill of excellent written and verbal communication;
• Availability for call 24/7;
• Travel as needed;
• Self-motivation, problem solving attitude, quick in action.

Valuing Different Backgrounds:

LivaNova values equality and diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination. Our selection process is driven by the key demands/requirements for the role rather than bias or discrimination on the basis of a candidate’s sex, gender identity, age, marital status, veteran status, non-job-related disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race or any other legally protected classification.

Notice To Third Party Agencies:

Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

Beware Of Job Scams:

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons posing as LivaNova recruiters or employees. The scammers may attempt to solicit confidential, personal information, such as a social security number, or your financial information. LivaNova will never ask for fees prior/during/after the application process, nor will we ask for banking details or personal financial information in return for the assurance of employment. If you are concerned that an offer of employment might be a scam or that the recruiter is not legitimate, please verify by searching for “See Open Jobs” on https://www.livanova.com/en-us/careers, and check that all recruitment emails come from an @livanova.com email address.