Diality Inc, a privately held medical device company located in Irvine, CA is committed to improving the quality of life for patients with kidney disease. We are developing a smart, flexible, hemodialysis machine that will enable patients to self-treat at home. The extremely versatile hemodialysis solution will allow more patients to benefit from their true dialysis prescription at home or in a variety of care settings, including nursing homes, hospitals, and dialysis centers, without the need for pre-mixed dialysate bags or external water-treatment systems.
Overall Purpose:
The Field Service Engineer (FSE), reporting to the Director of Field Service will be responsible for the installation, preventative maintenance, troubleshooting, and repairs of the Diality Dialysis System.
The FSE will interface professionally with Clinical Staff as well as our patients and will be one of the key faces of the company. The FSE will provide exceptional technical support and should be able to diagnose issues, understand root causes and apply appropriate solutions. They will additionally provide support to Marketing or Sales for seminars, trade shows, and other demonstrations as necessary. The Field Service Engineer will analyze and complete service reports using related software applications.
They will be responsible for documenting all activities and jobs performed in accordance with Diality’s Quality Management System policies and procedures. The FSE will also manage and maintain Diality’s assets (tools, equipment, and trunk inventory) in accordance with those same policies and procedures. The FSE should expect to travel within the United States up to 70% of the time.
Duties & Responsibilities:
Provide on demand first level technical support to customers including after-hours phone support, holiday and weekend on-site support as required.
Install, troubleshoot and repair Diality Dialysis Systems at customer facilities or patient’s homes. Must have strong knowledge of electronic, mechanical, and fluids components.
Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
Become a technical subject matter expert on the Diality product.
Ability to address and resolve customer issues.
Complete all field service and expense reports according to functional standards.
Support Marketing and Sales for seminars, trade shows, or demonstrations as required.
Provide detailed service reports, monitor and update management regarding performance, serviceability, and customer comments.
Assist with the development of training and service materials.
Accurately document all service activities, maintain spares inventory, and provide parts usage and failures.
Ability to travel up to 70% of the time.
Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
Excellent communication skills with the ability to interact with customers, patients, and internal personnel.
Manage and maintain company assets required to perform all necessary job functions.
Qualification Requirements:
College degree (Electrical, Electronics, Mechanical or Fluidics) strongly preferred or military equivalent.
3+ years Field Service experience in the Medical Equipment Industry
Must have valid driver’s license and good driving record.
Experience and Required Skills:
Previous experience working in Field Service Engineering (FSE) Departments within the medical device industry is a preferred for this role.
Self-driven expert who can operate at various levels within the organization down to the customer and patient.
Self-Starter with the ability to understand customer and patient needs while supporting company goals as a growing medical device organization.
Knowledge & Abilities:
Ability to read, write, analyze and interpret electronic and fluidics schematic diagrams and flowcharts.
Ability to create and coordinate verbal or written inquiries or complaints from customers or co-workers.
Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individuals will be required to sit for the majority of the day and will be required to stand as needed. May require walking, primarily on a level surface for periods of time throughout the day. The employee is occasionally required to stand, walk, climb or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift up to 75lbs. Individuals will be required to travel via airplane, train, taxi, car and/or other means of transportation as needed.
Working Environment:
This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities.