Electronics Technician II

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