Technical Service Engineer (Springfield MA/Lower Eastern Canada and surrounding areas)
Company: Mallinckrodt Pharmaceuticals
Posted on: February 14, 2020
Mallinckrodt is a global leader in advancing the science of
critical therapy treatment. We are seeking to expand our team with
talented leaders and professionals. Mallinckrodt offers a range of
opportunities to work and grow in an organization built around
innovation and centered on patients.
The Technical Service an Engineer will be responsible for
maintaining, repairing and servicing equipment in an assigned
geography and other areas as needed. On-going training and support
will be provided to the Technical Services Engineer. Our product is
positioned to grow and the service organization will be required to
mirror that growth with customer support.
* The incumbent will provide direct on-site assistance to customers
within assigned geography and other areas as needed.
* Will have the ability to work in a hospital environment, mainly
within large academic hospital outpatient areas.
* Manage instrument installations in conjunction with the clinical
service team, territory manager and the customer.
* Responsible for managing service operations to meet or exceed key
performance indicators (KPIs) established by management; this
includes oversight of third party provider, who performs most of
service activities including scheduled preventative maintenance,
upgrades on hardware and software, and basic unscheduled
* Troubleshoot technical problems with the product s instruments
including working collaboratively to assist other engineers when
help is needed.
* Timely and accurate completion of documentation, as required by
* Ensure compliance with regulatory and health care compliance
guidelines, and company policies.
* This position will require frequent travel within assigned
territory (and sometimes outside assigned area).
* Responsible for troubleshooting problems related to field
complaint activity, determining the level of complexity,
identifying and understanding situations, opportunities,
initiatives, and takes appropriate action to ensure resolution in a
* Provide real-time telephone technical support to hospital or
clinical based biomedical engineers and third party service
* Co-travel with third party engineers to enhance skills and
* Communicate with customers via phone, email to arrange
* Confirm resolution of technical support complaints/issues and
provide follow-up as appropriate to the reporter.
* Keep abreast of new company products and services, providing
technical expertise and end user input as required.
* Work with management on customer service initiatives.
* Provide technical feedback to customers upon request
* Significant travel, some overnight (up to 80%), could be last
* Springfield MA/Lower Eastern Canada and surrounding areas
EDUCATION / EXPERIENCE / SKILLS:
Bachelor s degree preferred in medical technology, biomedical
engineering or related field. Military electronics
training/certification preferred. Technical certificates
Minimum of 2 or more years experience in maintenance of equipment,
preferably in the field of Medical Devices
Familiarity with Quality Systems and ISO regulations (cGMP, ISO)
Basic computer skills with proficiency in Microsoft office
Writing skill necessary to effectively communicate technical
/clinical information to others
Verbal skills to clearly and concisely communicate information to
Experience with SAP, Master Control or like database.
Computer literacy is required
Strong customer focus and teamwork aptitude with well-developed
interpersonal, communication and listening skills
Analytical and technical mind-set with demonstrated troubleshooting
skills Ability to handle multiple activities, with flexibility to
adapt to urgent situations
Must be capable of individual initiative to prioritize and
coordinate service activities and travels with direct
Organize and express ideas clearly both verbal and written
Enthusiastic, dedicated and committed approach to work
Experience in a regulated, and/or global environment is highly
Sound organizational and prioritization skills
Ability to work with and establish solid relationships with diverse
groups of individuals both inside and outside of the
Ability to work effectively with multi-functional teams
Will interface regularly with several functional areas within the
company, including but not limited to, Customer Care, Service and
Support, R&D Engineering, Sustaining Engineering, Sales,
Marketing, and Medical Affairs teams (CS, MSL)
Home office working conditions. Significant travel may be necessary
for servicing customer needs
Mallinckrodt Pharmaceuticals provides equal employment
opportunities (EEO) to all employees and applicants for employment
without regard to race, color, religion, gender, sexual
orientation, gender identity, national origin, age, disability,
veteran status, or genetics. In addition to federal law
requirements, Mallinckrodt Pharmaceuticals complies with applicable
state and local laws governing nondiscrimination in employment in
every location in which the company has facilities. This policy
applies to all terms and conditions of employment, including
recruiting, hiring, placement, promotion, termination, layoff,
recall, transfer, leaves of absence, compensation and training.
Keywords: Mallinckrodt Pharmaceuticals, Springfield , Technical Service Engineer (Springfield MA/Lower Eastern Canada and surrounding areas), IT / Software / Systems , Springfield, Missouri
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