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Field Service Engineer And Systems Network Specialist

Compumedics Ltd - Abbotsford, VIC

Source: uWorkin


Compumedics Field Service Engineer and Network Systems Specialist Job Description

Compumedics Ltd is currently searching for a Field Service Engineer and Network Systems Specialist Full-Time to join our Service Team in Australia. Compumedics Limited (ASX: CMP) is a medical device company involved in the development, manufacture and commercialization of diagnostics technology for the sleep, brain and ultrasonic blood-flow monitoring applications. The Company owns US based Neuroscan and Germany based DWL Elektronishe GmbH. In conjunction with these two subsidiaries, Compumedics has a broad international reach, including Americas; Australia and Asia Pacific; and Europe and the Middle East.

JOB SUMMARY:As a Field Service Engineer, you report to the Local Manager and Global Service Manager. Responsibilities will install, maintain, consult, train and service the entire Compumedics product line of Neurodiagnostic Devices and Software. Provide Network System product configuration, installations, networking, HL7 Configuration and set-up support for any and all products utilized by the customer. This service will be a pre-sales, post-sales and shipment activity. Position requires project management skill, will require travel and ability to work independently.


  • Responsible for Global NeXus 360 Implementation, configurations, troubleshooting and project planning
  • Pre-planning with Project management of small to large Compumedics Installations.
  • Plan, manage and perform small to large EEG/PSG installations as assigned. Ensure all installations are managed in a professional and workmanlike manner in accordance with the Company standards and directives and customer requirements.
  • Responsible for diagnosing and analyzing causes of product failures, reporting findings and making recommendations for improvement by providing feedback to Engineering, Operations and other cross functional teams.
  • If assigned customer site management, keep management and sales staff aware of all developments at the site. Keep customers fully satisfied by keeping them informed as to your activities when on site and/or working on their behalf on site.
  • Perform customer buttonology training as part of an installation or at a scheduled customer training classes at the customer site as requested.
  • Attend technical and general skills development training courses as directed and keep abreast of developments/technical product information. Demonstrate commitment to continuous learning by upgrading knowledge and skills through internal and external learning.
  • Accurately complete all data entry activities including expense reports, and enter into corporate systems as defined by procedures. Ensure all required paperwork and
  • Responsible for Global HL7 Implementations, configuration, mapping, troubleshooting and project planning
  • customer signatures are attached. All entry will be done within timelines set by Company.
  • Have direct interaction with customers to build relationships, establish communications and promote Compumedics
  • Responsible for providing 1st Tier Phone Support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies.
  • Taking ownership of technical and escalation issues to resolve more advanced issues when necessary
  • Documenting troubleshooting and problem resolution steps
  • Serve as a secondary point of contact to the internal product support organization to resolve various technical product support inquiries. This responsibility may include consultation outside of normal business hours.
  • Triage and Process incoming RMA Repairs
  • Other duties: Perform preventative/routine maintenance or field dispatch service on installed equipment in a professional and workmanlike manner. Will be required to troubleshoot, diagnose and repair PC, network and proprietary hardware and software issues. Advise management when response time objectives cannot be met. Retains ownership of all problems until resolution.
  • Perform shift work in a Call Center Support rotation when not in the Field: two (2) Shifts:

1st Shift

2nd Shift

Base Location: Melbourne, VIC Australia

Travel Required: up to 70%

  • Required to Travel interstate within Australia and New Zealand
  • Required to have valid Driver’s License
  • Required to have valid Passport
  • Required to have a personal dependable vehicle
  • Required to have a personal credit card for business expenses for one (1) month of Expenses

Education Requirements:

  • 4-year College Diploma or equivalent work experience in related area such as IT or Engineering.
  • Requires Microsoft Certifications: CompTIA A+, Network+, Server+, Security+, Projects+, CSA+ and/or Microsoft Certified Professional (MCP) or MCSA, MCSE
  • Preferred: AWS Architect Associate, AWS Certified SysOps, AWS Advance Networking, AWS CloudFormation, AWS Certified Cloud Practitioner
  • Other Networking Equivalent Certificates

Experience Requirement:

3+ years Onsite Field Service experience with Installations and Technical experience with Low Voltage Cabling, Soldering, and Preventative Maintenance of Diagnostic & Monitoring Medical Equipment and/or related equipment and systems required.

3+ years Technical Phone support experience required as well as any and all relevant network and software experience.

3+ years Technical experience with High-level working knowledge of Microsoft Networking, MS Server 2008R- 2016R2, MS SQL2008-2016, Remote Access (Citrix XENAPP), MS Office 2010-2016, and related software programs for data storage and retrieval required.

3+ years of relevant field service experience performing installations, training, and troubleshooting. Medical Device experience preferred

2+ years Working knowledge of SQL Server administration, Database administration

2+ years Working knowledge of VDI and Cloud environments

3+ years Working knowledge AWS Cloud environments

3 + years Phone and Customer service experience.

Knowledge of PSG/EEG physiological functions, helpful but not required.

Other Requirements

  • Must hold a valid driver’s license and have a driving record showing less than three moving violations in the previous three years.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
  • Ability to apply common sense understanding to carry out detailed but involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is (sometimes, regularly, frequently) required to:

- Sit, walk, stand

- Use hands to finger, handle or feel objects, tools or controls

- Reach with hands and arms

- Climb or balance

- Stoop, kneel, crouch or crawl

- Talk or hear

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus.

  • The employee must regularly lift and/or move up to 5 Kg, frequently lift and/or move up to 12 Kg and occasionally lift and/or move up to 25 Kg.
  • Specific vision abilities required by this job include (close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus).