Field Service Engineer

About ZOLL Medical Corporation - Acute Care Technology

ZOLL Medical Corporation is dedicated to enhancing patient outcomes and saving lives through innovative medical technologies. Their products and software are used globally to diagnose and treat serious cardiopulmonary and respiratory conditions. The Acute Care Technology division focuses on lifesaving products such as AEDs, trauma kits, ventilators, and temperature management solutions, serving EMS, hospital, public safety, and military customers worldwide.

Job Summary

The Field Service Engineer will deliver comprehensive technical support, service, and repair for ZOLL product lines. The role involves responding to service requests, performing preventive maintenance, troubleshooting, repair, and testing of medical devices primarily at customer hospital sites and occasionally at the ZOLL facility.

Responsibilities

• Respond promptly to technical support requests from customers, distributors, sales, and clinical staff via phone, email, and onsite troubleshooting.
• Schedule and execute planned preventive maintenance, repairs, and device testing at hospital locations or service centers.
• Adhere to established procedures, test methods, and documentation protocols.
• Ensure timely completion of service records in ZOLL systems to maintain compliance and device history accuracy.
• Conduct technical training sessions for distributors and clinical personnel as needed.
• Maintain detailed documentation of system setup, servicing, removals, and related events complying with company and federal medical regulations.
• Follow complaint handling procedures including device investigations and reporting.
• Collaborate with manufacturing engineering, supply chain, and research & development teams by providing field performance feedback to enhance products.
• Assist sales and clinical associates with console setup and operational training on ZOLL product lines.

Requirements

• Bachelor's Degree in Electrical Engineering or Biomedical Engineering preferred.
• 4 to 6 years of practical experience troubleshooting and repairing medical equipment, preferably within hospitals or clinical environments; hospital biomedical experience highly valued.
• Comprehensive knowledge of FDA and ISO 13485 quality system standards related to medical devices.
• Self-motivated with strong independent judgment; capable of prioritizing tasks to meet business objectives.
• Excellent communication, organizational skills, and a customer-oriented mindset suitable for dynamic hospital settings.
• Strong technical expertise with electromechanical medical devices or related technology.
• Professional and calm interaction with diverse customers, with ability to assess and escalate issues appropriately within the international ZOLL team.
• Robust organizational abilities, attention to detail, and reliable follow-through on tasks and documentation.
• Effective time management skills to handle multiple duties independently without close supervision.
• Positive, flexible, responsible, dependable, and professional approach consistently demonstrated.
• Proficiency with databases, spreadsheets, email, and other digital tools for task management and communication.
• Strong written and verbal communication skills along with knowledge of standard office software applications.
• Ability to work autonomously or collaboratively under the guidance of the ZOLL US service manager.

Travel and Working Conditions

• Ability to travel up to 80% domestically and occasional international air travel; willingness to work non-standard hours.
• Physical requirements include frequent standing, walking, lifting, carrying, pushing, pulling, repetitive motions, and coordination; occasional sitting and talking; regular hearing demands.
• Work environments may expose employees to extreme cold, extreme heat, humidity, wet conditions, and frequent noise.

Additional Information

ZOLL is a rapidly expanding global organization operating in over 140 countries. The corporate culture fosters innovation, self-drive, and entrepreneurial spirit, aiming to improve care for patients suffering from critical cardiopulmonary issues.