Field Biomedical Engineer

Responsibilities:

• Provide field and remote support for Masimo’s products, solutions and technology including OEM devices;
• Receive and respond to telephone calls and emails from end users;
• Promptly report customer complaints per the requirements defined in Masimo’s Quality System Supports/troubleshoots system problems; including configuring and coordinating with Masimo, vendors or hospital staff (nursing, doctors maintenance, IT and biomedical) on the support of all component items including such items as cables, routers, access points, bridges, and switches;
• Initiate repair/replacement of failed and/or defective products;
• Perform periodic Functional Verification, upgrades and unscheduled service calls as needed;
• Provide technical support to Masimo Sales Representative during pre-sales activities;
• Assist customers in proper use of Masimo products, solutions and technology;
• Identify potential Customer training issues and propose solutions;
• Follow-up to ensure closure of product and training issues to ensure overall customer satisfaction is achieved;
• Convey information from the field regarding product suggestions, improvements and enhancements to Product Marketing;
• Implement service sales strategies;
• Monitor technical support process and procedures. Initiate changes to optimize the process;
• Be able to work with and be knowledgeable of biohazard products and procedures;
• Manage and triage escalations for key customers to ensure proper and timely resolution;
• Advocate for customers by identifying improvement opportunities in services and products quality and performance;
• Performs other duties or special projects as requested;

Minimum Education:

• Bachelor’s in information systems or information technologies or a Bachelor’s of Science in engineering or biomedical degree is required.

Desired Training and Experience:

• Three years of related experience in the medical and hospital industry;
• Frequent travel with little notice required;
• Direct Technical experience, ability to communicate with all areas of healthcare industry;
• Knowledge of the hospital environment and key personnel within medical care areas;
• Intermediate skills in TCP/IP protocol in an Enterprise environment. CCNA or equivalent a plus;
• Intermediate skills in routing and switching technology and concepts and network systems troubleshooting skills;
• Intermediate skills in Microsoft Windows, VMware, and Linux operating systems;
• Must be a self-starter, a “hands-on” individual who enjoys challenge and is and dedicated to getting the job done with minimal support and direction;
• Must have excellent verbal and written communication skills;
• Strong results orientation, positive “can do” attitude, and a sense of urgency to get things done;
• Must have flexibility in reacting to new situations and adaptability for working in a new environment;
• Ability to travel both domestically and internationally; eligible to apply for a Passport;
• Ability to work on a rotating after-hours on-call schedule;
• Ability to work effectively with cross functional teams;
• Strengths in organization and working individually and within Team environments;
• Field Experience in implementing/troubleshooting medical equipment into the hospital environment;
• Must be able to lift at least 20kg;
• Fluent in Italian and English is required. Other languages a plus