Field Service Engineer

Eric A. Tormos

Denton, TX ***** 214-***-**** ********@****.***

Senior Field Service Engineer

Areas of Emphasis: Medical Equipment, Installation, Maintenance, and Repair

Senior Field Service Engineer with more than 17 years of medical device experience, seeking a new opportunity. Extensive experience installing, troubleshooting, repairing, and performing preventative maintenance on multiple medical modalities, including: MRI, CT, Mammography Imaging, Neurology EEG, EMG, Sleep Devices and Immunoassays, Chemistry, Transfusion Abbott products. Well-developed skills troubleshooting at the component level, managing a multistate territory, and understanding Electronic Schematic and Oscilloscope readings. Dedicated leader with outstanding communication skills and a proven track record of success achieving customer satisfaction on all installations and service calls and ensuring compliance with FDA regulations and USP 797 standards. Bilingual; fluent in English and Spanish.

Areas of Expertise

Medical Equipment & Devices

Electromechanical Assembly

Component-Level Troubleshooting

Installation, Maintenance, and Repair

FDA & USP 797 Compliance

Equipment Inspections & Evaluations

Building Strong Relationships

Cross-Functional Leadership

Soldering

Professional Experience

NATUS MEDICAL INC., Dallas, TX 2011 – 2018

An international medical company manufacturing, selling, and installing multiple neurological devices with $501 Million in revenue and 793 employees.

Senior Field Service Specialist

Provided installation, service, and customer support across a territory that included Texas, Oklahoma, Arizona, New Mexico, and Colorado.

Implemented and maintained the quality of the Natus/Nicolet Neurology EEG, EMG, and Sleep system.

Managed HL7 integrations to ensure on-time delivery of solutions and meet revenue recognition requirements.

Performed preventative and routine maintenance to ensure compliance with FDA quality regulations.

Applied defined quantitative methods, analyzed data, and evaluated results to form conclusions, make recommendations, and implement improvements.

Arranged travel for installations and supported technical investigations of single function system issues.

Maintained knowledge of Quality System procedures to ensure system adherence and quality.

Met with District Sales Manager prior to installations to discuss customer requirements and product details.

Worked directly with Hospital Directors, IT personnel, and Biomedical Engineers to coordinate details and requirements of installation protocols.

Met weekly with North American Field Service Manager to advise on status of installs and service dispatches.

Worked with Technical Service on complex network issues and on-site service to solve customer issues.

Met with Neurology Physicians to discuss and resolve problems and issues with equipment.

Collaborated with Engineering on new product introductions to ensure clearly documented technical aspects, create department specific documentation, and assist with training Field Service staff.

Worked cross-functionally with Sales Team, Service Engineers, and other systems development personnel.

Supported other Senior Field Service Engineers on large installations and territory coverage.

Met with Sales and IT to discuss, understand, and assess requirements and address technical questions.

Arranged travel to customer sites for installations and retained ownership of all problems until resolved.

Maintained bio-med training course materials and delivered multiple training courses annually.

Attended skills development training courses on developments and technical product information.

Key Accomplishments

Received exemplary yearly performance reviews and accomplished levels of expertise.

PHILIPS MEDICAL, Minneapolis, MN 2007 – 2010

A medical company providing digital imaging and clinical solutions with $17 Billion in revenue and 74,000 employees.

Senior MRI/CT Field Service Engineer

Installed, serviced, and troubleshot MRI and CT equipment on the component level.

Configured a variety of networked equipment and software, including: PACS, DICOM, and HL7.

Planned timely deliveries of product fixes and upgrades to vendors and direct customers.

Traveled to customer sites prior to installation for evaluation and set up.

Communicated customer complaints and equipment issues to management biweekly.

Worked closely with physicians and technicians to coordinate installations and address service issues.

Collaborated with other Senior Field Service Engineers on joint and large MRI/CT installs.

Met weekly with District Service Manager to discuss installation and service issues and customer concerns.

Completed trainings to maintain knowledge of MRI cold head assembly, amplifiers, and liquid cooling cabinets.

Key Accomplishments

Received commendable yearly performance reviews, stayed within budget, and achieved customer satisfaction on all installations and service calls.

Proficient on most Philips Mobil magnets, including: Achieva and Intera 1.5T and 3T Magnets, Polaris 1.0T Bore Magnet, Eclipse 1.5T Bore Magnet, and Marconi/Infinion 1.5T Short Bore Magnet.

Knowledge of Philips Panorama 1.0T Open Magnet, 0.23T Open Magnet (resistive), 0.6T Open Magnet (Cryo), GE Signa HDxt 3.0T Magnet, and Philips Brilliance 6 CT, 16 CT, 40 CT, and 64 CT Scanners, GE Definium AMX 700, GE Digital AMX IV, CR AGFA CR 10-X, Fuji XL-2 Equine Practice Workstation. Quantum Q-Rad

ICAD (INTELLIGENT AIDED DETECTION), Beaver Creek, OH 2002 – 2007

A manufacturer of cancer detection and radiation therapy devices to support breast, prostate, and colorectal cancers.

Senior Field Service Engineer

Installed Second Look Mammography medical devices, audited resellers, and trained and certified staff.

Responsible for Installing Second Look Mammography medical devices, training, certification, and auditing of resellers.

Build relationships with reseller service and application training staff.

Develop and implement training and auditing plans for assigned resellers to ensure FDA audit requirements, monitoring to determine whether goals are met; assist in establishing repeatable and measurable training and certification programs for internal staff and channel partners.

Solve client and reseller issues on-site working with the technical support team.

Work with development and executive staff to determine training and auditing needs associated with new product, and conduct remedial and special training, as requested.

Create implementation strategies to effectively meet these needs.

Audit reseller field service activities for compliance with required paperwork, recordkeeping and training on products; prepare audit reports and conduct reviews with ICAD management.

Develop corrective action plans with resellers and monitor progress.

Observe resellers Applications training in the field to determine and ensure compliance with ICAD training procedures.

Support of trade shows, as required.

ABBOTT LABORATORIES, Irving, TX, 1989 – 2001

Senior Medical Device Engineer/ Sr. Systems Engineer

While adhering to the policies and procedures of the department and company, as a Senior Medical Device Engineer I was directly responsible for the installation, repair, preventative maintenance and servicing of Abbott Diagnostic instrumentation by providing superior service to achieve the highest level of instrument performance.

Specific job duties are listed below;

Install, troubleshoot, repair and schedule maintenance on Abbott instruments.

Overnight and air travel required. Frequency and duration will vary depending on business needs. Travel may be immediate or scheduled in advance. International travel possible on a volunteer basis, valid passport required.

Provide cross coverage for other FSE territories & customers as needed and requested.

Complete all administrative responsibilities in a timely and accurate manner as required by company policy or as directed by management.

Responsible for organization, management and control of trunk stock parts inventory.

Fully comply with all servicing procedures, quality systems requirements and compliance.

Collaborate with Instrument Service Center (ISC) personnel in remanufacturing of Abbott instruments.

Maintain compliance in all work activities.

Act as the Senior Field Service lead during customer engagements throughout the field service cycle Demonstrating clear product/technology expertise to confidently serve as the field-based expert in Immunoassays, Chemistry, and Transfusion Abbott products such as AxSYM, IMX, TDX, TDX/FLX, LCX, ADX, Toshiba, Aeroset and Alcyon Blood Analyzers.

Work closely with sales reps to develop specific account growth strategy, account mapping and penetration.

Maintain accurate and up to date records of customer interactions in CRM system

Assist in the achievement of assigned territory sales and profit goals within expense budget plan by proactively calling on existing and potential new customers via field visits, and telephone.

Assist in the development of comprehensive training materials and delivery of training for this customer segment.

Gathering customer information about technical trends/needs to support development of selling strategies and future products.

Responsible for TPD projects that would require investigation into reliability and product enhancement projects for the *Aeroset and Alcyon c4000; Clinical Chemistry Blood Analyzers.

Activities involve investigation into performance related issues associated with liquid level sense, pump motors, and Lab Automation System.

Developing a scope of investigation and performing test to resolve field complaints.

Write and perform test protocols on Toshiba Aeroset and Alcyon Blood Analyzers.

Military Experience

UNITED STATES MARINES, Sr. Field Radio Communication & Electronics, Honorable Discharge 1977 – 1983

Supervisor of 58 members Field Radio Communication and Electronics

Typical duties include the setup and tuning of radio equipment, including building and repairing antennas and power sources. The Field Radio Operators number one responsibility is to establish contact with distant stations and process and log messages. The Radio Operators also receive training in communications security (COMSEC) and are capable of making changes to frequencies or cryptographic codes.

Education

ITT TECHNICAL INSTITUTE, Dallas, TX

Bachelor of Science Degree in Computer Electronics Engineering Technology, 1988

BROOKHAVEN JUNIOR COLLEGE, Dallas, TX

Associate of Science Degree in Electronics & Engineering, 1984

Professional Development

Certifications

Certified MRI and CT Engineer, Electrocardiograph Technician, and Telemetry Technology Engineer.

Professional Training

EMG Server, Oracle Fusion HR System, Quality, Biohazard, GMP Auditor, Safety, Communications, Problem Solving

Professional Associations

Toastmasters International Charter Member, since September 1990

Computer Skills

Microsoft Server 2003/2008, Microsoft 2010, MSSQL Server 2008 and 2014, Microsoft XP, Vista, and Windows,

7 Windows, Windows 8 antivirus software, spyware, desktop computers, network servers, network printers, remote connections, connectivity, networks, MS Office, desktop technician, PC technician, support engineer, PC support, desktop support, PC ticketing, laptops, fixing, cabling, LAN/WAN, network. Cisco switches, hubs, TCP/IP, IP, troubleshooting, Windows10, Microsoft Exchange 2007/2010, Microsoft Active Directory, Microsoft Desktop Operating Systems (Win XP, Win7), Server Operating Systems, active directory, and group policies.

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