Ray America

Position Summary

The Medical Field Service Technician provides front-line support to clients by performing installation, troubleshooting, maintenance, and repair of medical and dental equipment both remotely and on-site. This role ensures high levels of customer satisfaction by delivering technical solutions aligned with the company’s service standards. The technician is expected to work independently in the field, support equipment training, and contribute to continuous improvement efforts.

Key Responsibilities

• Serve as the first point of contact for client equipment-related inquiries and service requests
• Install, troubleshoot, configure, inspect, and test medical and dental field equipment at client sites
• Diagnose and resolve technical issues via phone, email, and field visits
• Maintain accurate documentation of service cases, including resolutions and follow-up actions
• Escalate unresolved or critical issues to internal teams with clear documentation
• Provide basic training to clients on equipment operation and maintenance
• Monitor and track service metrics such as resolution time, customer satisfaction, and call quality
• Travel weekly to client job sites (average duration: 2–7 days per assignment)
• Handle and transport equipment (up to 50 lbs), ensuring safe handling and setup
• Operate tools and testing devices to verify functionality of repaired units
• Support internal training initiatives and participate in service process improvements
• Perform other duties as assigned by management
  

Required Qualifications

• High School Diploma or GED required; Associate degree in IT, electronics, biomedical equipment, or related field preferred
• Valid driver’s license and ability to travel regularly
• Strong mechanical aptitude and 2+ years of field service experience with hardware or devices
• Technical training in medical imaging systems a plus.
• Familiarity with diagnostic software and calibration tools used in medical device servicing a plus.
• Basic networking knowledge for equipment with integrated software or remote monitoring capabilities
• Customer service training or experience.
• Excellent communication and interpersonal skills
• Ability to collaborate with cross-functional teams, including sales and customer support
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Ability to work independently, manage multiple tasks, and adapt to changing priorities
• Must be able to kneel, bend, and stand for extended periods and operate in tight spaces
• Ability to lift up to 50 pounds and push/pull service carts
  

BENEFITS

• Medical Insurance up to 100% company-sponsored
• Dental and Vision,100% company-sponsored
• Basic Life Insurance and AD&D, 100% Company sponsored
• Short-Term and Long-Term Disability Insurance, 100% company-sponsored.
• 401(k) plan with a company match up to 3%
• Generous Paid Time Off (PTO) & Paid Sick Time Off
• 9 Paid Holidays per year