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Form of workJob Description
Visionix USA, a leader in vision care innovation, is seeking a Field Service Representative (FSR) for greater surrounding Minnesota area l United States.
Our company: Visionix USA is the North American provider of highly automated eye examination and optical technologies including Optovue, Briot, Weco, and Visionix brands. We are part of the Visionix Technology Group, a global innovation leader in the vision care technology market and the pioneer in wavefront technology. Our goal is to help eye care professionals start their practice transformation to promote scalable workflow efficiency and improve the over-all patient experience while maintaining clinical best practice standards. What You’ll Do
Responsibilities:
The Field Service Rep – Engineer III provides in-Field Service support to all Visionix products. This includes the Briot-Weco, Optovue, and Visionix products.
This service support includes the installations, repairs, periodic / preventative maintenance, and service support to these products. Whether “Central Dispatch” OR self-scheduling, the Field Service Rep – Engineer will expedite the service visits assigned to them. To complete work including the paperwork and documentation necessary for the job’s completion, the RMA returns, Inventory management, and travel expense reimbursements necessary as deemed by Service Management. To interact with and provide both verbal and written support to end users, sales representatives, and others.
Maintains timely, complete, and accurate problem status data, assessing and resolving end-user problems in assigned product areas and replicating client-reported problems.
Maintains all company property (inventory, tools, diagnostic equipment, etc.) in accordance with company policies.
Represents the company with the highest degree of professionalism.
Maintains a high level of professional communication with customers, Sales, the Service department, and management.
Job Functions
- Maintains all Level I responsibilities PLUS
- Assess the electronic information technology needs (network and database structure) in accordance to the layout of the practice.
- Provide and suggest advanced computer database management, setup, troubleshooting and transfers with Optovue products.
- Responsible for assisting in training of new FSE’s.
- Provide technical assistance for all FSE’s.
- Make suggestions for product and documentation improvement.
- Provide input regarding cost saving suggestions.
- Identifies and reports all adverse events and device deficiencies to Medical Safety per company protocol.
- Create and identify sales opportunities by assessing the needs of our customers.
Requirements:
- Education: B.S. in Engineering or Sciences or an equivalent combination of education and experience.
- Experience: 3-8 years’ experience in a Technical Support or Field Service role.
- High degree of technical proficiency, excellent problem-solving skills, and analytical abilities
- Excellent oral, written, and interpersonal skills to effectively deal with customers by phone, email and personal contact.
- Knowledge of Optics theory and functionality desirable but not required.
- Must be able to pass required advanced training to service fine mechanics and optics.
- Ability to effectively service the equipment on which training is completed.
- Extensive overnight travel is required by automobile and air.
- Must be willing to travel in the US, for meetings, exhibit support and coverage outside assigned territory. The FSE must be able to obtain sufficient credit to cover incurred business expenses which will be reimbursed upon expense report submission and approval.
- The position requires an average of four (4) hours driving per day. Must have a valid driver’s license and good driving record.
- Works in a customer’s office environment. Must be able to sit, stand, bend and stoop as required
- Must be able to lift up to 80 pounds.
- Thirty percent of the average workday is spent standing or walking.
- This job description does not state nor imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management and will also be required to meet safety-related requirements. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.
