Description
A. Position Summary:
- Responsible for customer relationship management through the effective use of technical knowledge to service and maintain biomedical equipment.
- This is accomplished through individual efforts and the efforts of the site service team.
- Assumes a support role in one or more established work team environment/structures for an empowered area of responsibility.
- This position will be used within Customer Service and applies to all medical products.
- Requires minimal supervision.
B. Key Responsibilities/Accountabilities:
CUSTOMER SATISFACTION:
- Responsible for identification and resolution of customer issues, providing the customer with the appropriate communication and involving appropriate site service personnel.
- The BMET must demonstrate ownership in difficult circumstances and show a sense of urgency about delivering results, ability to establish the priorities of the moment by assessing the priorities communicated by the Site Manager, the Site Team, or the customer.
- As a company representative, acts as a resource in response to customer inquiries and communicates only appropriate information. Refers information to the appropriate person.
- Provides a positive cohesive company image when discussing the company, products, etc with the customer.
- Establishes credibility and trust.
- Ensures customer satisfaction while meeting business objectives.
- Focuses on fixing the customer as well as the medical products.
- Sets realistic customer expectations. Interfaces with end-users, department managers and supervisors on routine issues.
- May be requested to serve upon or provide consultation to various hospital committees or teams as requested by the customer with prior approval of site management
TEAMWORK:
- Performs a wide variety of tasks and changes focus quickly as demands change. Adapt to varying needs and requirements of the customer and the business. Implements best practices.
- Actively participates as a member of empowered work teams.
- Puts the team ahead of individual needs and displays a positive attitude.
- Actively supports areas of empowerment and continuously strives to improve the team processes
- Works on areas improving customer satisfaction and company profitability. Keeps commitments - does not pass the buck.
- Open to and embraces change.
COMPLIANCE:
- Operate under the required knowledge of regulatory requirements, performance standards, Philips policies, customer policies, and safety requirements (electrical & radiation safety, safe lifting practices, etc.).
- Manages company assets effectively including labor time, parts inventory levels, tools, test equipment calibration, customer purchase orders, equipment, business expenditures, etc.
- Performs all administrative duties in a complete manner within prescribed company policies/guidelines including timesheets, service activity reporting, expense reports, preventative maintenance documentation, and other related paperwork.
TECHNICAL:
- Able to perform as a primary BMET for at least one medical specialty. May be assigned duties for multiple medical specialties. Maintains knowledge of technical advances and current industry trends.
- Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues.
Problem Solving:
- Defines problems: Collects data, establishes facts, and draws valid conclusions.
- Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
- Applies his/her technical training and resources to effectively solve problems. Ensures follow-up on on-going issues.
- Demonstrates troubleshooting capability to the component level and provide a clear explanation regarding the status of the repair to the customer, if needed.
Activities:
- Diagnoses & resolves equipment problems with minimal call-back or repeat requests.
- Provides required preventative maintenance, factory modifications, normal installations and service.
- Utilizes the call escalation process and communicates customer issues to optimize customer uptime and satisfaction while maintaining ownership of the issue.
- Provides training/mentorship/technical support to other BMETs.
BUSINESS RESULTS:
- Understands the financial reports.
- Meets or exceeds established goals.
OTHER:
- Perform other related duties as assigned.
C. Contribution Context:
Individual Contributor
Manage Supervisors
Team Member
Manage Function/Department
Team Leader
Manage Functions/Departments
Supervisor
Manage Business
D. Education and Skill Requirements:
- Associate's degree or equivalent training/experience in electronics or Biomedical Engineering.
- Minimum 3 years servicing medical equipment.
- Expertise in at least one specialty area relating to the field of biomedical equipment repair.
- Experience with mechanical devices and tools and test equipment. Must possess demonstrated skills in using an oscilloscope, digital multimeter, etc.
- Fundamentals of Dicom & Networking desirable.
- Experience with electronic circuit boards, processors and computer hardware including applications, programming and systems functionally.
- PC competency, to include basic knowledge of word processing, spreadsheets, databases.
- Must have a valid driver's license.
- CBET certification desirable.
Physical Demands and Work Environment:
- May be required to: be available 24 x 7 via phone or pager, work alternate shifts, rotate in an on-call status.
- Carries or pulls up to 40 lbs. of test equipment.
- Lifts parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs).
- Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.
- May work from ladders or scaffolding, on occasion.
- May travel to customer sites other than assigned site, zone office or identified locations for meetings.
- Potential exposure to hazardous physical, chemical, and biological agents.
Mission Critical Competencies:
- Technical Learning
- Dealing with Ambiguity
- Priority Setting
- Perseverance
- Self Development
- Negotiation
- Customer Focus
- Peer Relationships