Field Service Engineer

Role Definition

Position Title: Service Technician

Department: Technical

Reports to: Technical Operations Manager

Primary purpose:

To manage the repair, calibration and maintenance of FMC equipment and support systems used in the delivery of dialysis therapy. Inspect, install, perform inventory assessments and preventative maintenance, and assist medical staff and patients in the use of equipment.

Key Result Area

Key Performance Indicator

Customers feel supported and confident with FMC products

• Demonstrate a high level of understanding, knowledge and skills in the entire Fresenius Medical Care portfolio
• Demonstrate basic knowledge of renal disease and how FMC products benefit patients
• Provide technical resources (brochures, manuals etc)
• Identify technical learning needs of customers (e.g. biomeds) and patients in consultation with appropriate personnel in order to support individual learning plans.

Customers receive technical expertise as a value-add resource

• Provide expert technical knowledge and instruction to personnel regarding equipment operation and maintenance
• Provide technical support in person or via telephone to new and existing accounts. Support patients directly if/as required
• Assist in-house biomedical technicians if/ as required and recommend further FMC training as appropriate

Carry out technical duties

• Maintain and repair FMC equipment in accordance with the customer contract and the FMC training manual
• Carry out proactive maintenance of all equipment as per the established servicing plan. Carry out fault finding and repair/replace equipment if/as required in order to maintain equipment in optimal performance condition.
• Inventory levels and fleet are maintained
• Resolve any unexpected technical difficulties and other problems that may arise at any time.
• Communicate all maintenance and repair actions for information to customer management as required.
• Complete the necessary paperwork for the completion of work and receive customer sign-off after their inspection
• Promptly report all accidents, injuries and unsafe working conditions or practices

Support the achievement of business results and growth in patient numbers

• Identify customer resource needs (e.g. new products, technical support or clinical training) and provide appropriate support through liaison with the technical, sales and marketing teams
• Build and maintain positive/ value-add working customer relationships
• Maintain and develop existing and new customers through planned individual account support. This may involve working with other FMC teams or discussing future targets with the regional business manager.
• Monitor and report on competitor activities and provide relevant information to management

Individual work is performed in support of the local team and wider company

• Update own technical knowledge by participating in educational opportunities; reading professional publications; maintaining professional networks
• Demonstrate a commitment to professional development through membership of professional organisations/associations, including relevant participation in special interest groups.
• Promote a team culture by assisting others during periods of high workloads, leave or absence so that overall objectives can be met
• Provide input and support to technical programs as required
• Where appropriate, become involved in FMC activities including attendance at staff meetings and involvement in company events
• Undertake other tasks as required

Competencies (attitude, skills, typical qualifications & experience)

• Good time management skills, able to work independently and prioritise own work schedule
• Self motivated with sound analytical skills and problem solving skills
• Excellent customer service and relationship building skills
• Good communication skills, both written and verbal
• High attention to detail, concern for quality and safety

Other Details

• This role may require working with patients in their homes

• Must have and maintain a current Drivers License

• Multi-skilled an advantage. (Plumbing, Potable Water Systems, Mechanical, Electrical)
• Ability to provide an out of hours service to hospital wards and/or patients
• You may be required to attend meetings or conferences interstate from time to time which may be inclusive of week end.

Please note that this is a description of the key result areas for this role at this moment in time, and as our organisation grows and changes, and as the incumbent develops in the role, the key result areas will also change and develop.