Field Implementation Engineer

Job Title: Field Implementation Engineer

Location: North America

ROLE SUMMARY

Primary duties are to prepare Field Service teams and end Customer/IT teams with networking, hardware, and software solutions as needed for systems integrations related to installs and upgrades. Responsibilities will include end-to-end involvement in all aspects of systems installs/upgrades to ensure implementation configurations from Project Management teams are provided in advance all the way through to data migration completions. This position will be heavily involved in the training and documentation support for Field Service from a systems/software and integration perspective while supporting install and repair issues directly.

This role will understand and communicate project scope, while identifying and troubleshooting problems with implementation or efficiency, and will perform data analysis to assess what types of modifications need to occur, and will determine how well the new implementations are working after the project is complete.

This position will make a positive impact on the customer experience with field service efficiencies gained across both installs and repairs. Ensures continued collaboration with Customer Service to meet customer needs and priorities while interfacing with Project Management, UK Engineering, and Training teams. Ensure documentation and service procedures are in line with GMP, ISO, and FDA standards and regulations within our Quality systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with Field Service teams daily to fully prepare them for installs/upgrades.

• Interface with Project Management team to ensure all configurations for complex system integrations are obtained prior to install/upgrade.

• Coordinate with Customers and Customer IT teams to ensure integration details are understood and applicable for day of install/upgrade.

• Support Field Service teams while on-site to ensure smooth install/upgrade or repair is performed in a timely fashion.

• Ensure that proper hand-offs to Data Migration teams are in place after physical install occurs with communications to Sales and Customers.

• Interface with Project Management, Tier3, and Training teams to develop systems/software integration material with preparation to deliver training both in-person and remotely to Field Service teams.

• Identify repetitive issue/failure trends and work with PM and UK Engineering teams to identify solutions.

• Assist with the collection and analysis of field data in support of strategies and plans to improve field service and business performance.

• Meet regularly with cross-functional PM/Tier3/Engineering/FSE Management teams to identify and communicate areas for focus and improvement.

MINIMUM QUALIFICATIONS

• BS/BA degree in technical systems or equivalent experience required.

• In-depth experience with systems integrations in a customer environment.

• Ability to work with high-level Project Management and Engineering teams.

• Must have strong aptitude for computer (hardware and software) applications and configurations.

• Experience with installation and servicing of capital/technical equipment in a healthcare setting (Ophthalmology or Optometry industry background preferred).

• Proven ability to handle transactions in a business ERP and CRM system.

• Ability to multi-task and produce high quality work under pressure and within tight timescales.

• Ability to manage time effectively.

• Advanced customer service skills.

• Strong team player with flexible attitude toward work priorities.

• Excellent verbal and written communication skills.

• Occasional travel required.

ADDITIONAL JOB DEMANDS AND/OR CONDITIONS –

This is a Field Service position. Candidates should be able to perform the following:

• Lift/Carry 25 lbs.

• Push/Pull 50+ lbs.

• Stand/Sit/Walk 8hrs a day.

• Ability to travel.

BENEFITS

At Optos, we offer a highly competitive compensation and benefits package.

• Eligibility for company bonus program.

EQUAL OPPORTUNITIES EMPLOYER

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!