Field Engineer Team Lead

Overview

Leads and mentors a field engineering team at assigned customer accounts, providing local customer interface and day-to-day work direction to ensure customer satisfaction and service excellence per contract. Primary function is leadership support; up to 40% may be hands-on technical service work.

What you'll do

• Use knowledge of the customer contract to ensure obligations are met.
• Prioritize service, assign personnel, and follow up on commitments.
• Mentor the team in technical, administrative, communications and customer relations skills.
• Demonstrate a positive outlook and help facilitate change management across the team.
• Assist the Service Director with field engineer workforce planning and deployment for efficiency and balance.
• Assist the Service Director in driving operational metrics such as debrief delay, service request closure, preventive maintenance, FMI and inventory.
• Contribute to performance management activities in support of the Service Director.
• Share on-call or service call escalation.
• Be accountable for customer relationships at assigned sites.
• Ensure service quality through frequent customer contact and formal quality reviews.
• Prepare expense, time and service reports promptly and accurately.
• Assist with tracking and analyzing financial performance with the Service Director.
• Maintain approved parts inventory and manage vendor service delivery processes in compliance with GEHC policies.
• Maintain technical knowledge of current standards for safe, effective use of medical equipment and provide instruction.
• Instruct hospital personnel on equipment operation, diagnostics, effective use and repair.
• Meet Health and Human Services, Environmental Health and Safety, and other applicable regulatory requirements.
• Communicate effectively and partner with teammates and colleagues.
• Comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals and applicable laws and regulations.
• Complete all planned Quality and Compliance training within defined deadlines.
• Report all customer quality or compliance concerns immediately to the Quality Organization.
• Document work orders, vendor service reports, time and expense reports, PM activities, purchase orders and other duties accurately and on time.
• Complete one site safety inspection per month.
• Ensure all test equipment is tracked and 100% calibrated on time.

What you'll need

• Associate degree in a related field or equivalent military education and 6 years of experience servicing electronic equipment, OR high school diploma/GED and 8 years of relevant experience.
• Advanced technical capabilities including troubleshooting, repair and installation.
• Valid Driver's License, to be maintained.
• Experience with web applications and the Microsoft suite of products.
• Legal authorization to work in the U.S.; visa sponsorship is not provided.
• Ability to be available after hours and/or work a rotating on-call schedule including weekends.
• Demonstrated ability to manage multiple, competing priorities while maintaining customer satisfaction.
• Ability to lift, carry, push and pull up to 35 lbs. unassisted, and frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods.
• Ability to reach at, above and below shoulder level, flex/extend neck, and have good hand and finger dexterity.

Details

• Pay range for U.S.-based positions: $94,400.00-$141,600.00 annual; may be eligible for performance-based incentive compensation.
• Relocation assistance is not provided.