Description The Medical Equipment Engineer IV serves as a
principal-level technical authority and organizational subject matter expert responsible for the most complex, high-risk, and mission-critical dental equipment service activities.
The Engineer IV will report to Customer Service Director and will acts as the
2nd highest escalation point for unresolved technical issues, leads enterprise-level initiatives, and shapes service standards, training programs, and best practices. In addition to mentoring and coaching Engineer I-III staff, this role influences long-term service strategy, supports new technology introductions, and represents the organization as a senior technical expert with customers and vendors.
Key Responsibilities- Serve as the highest-level technical expert and final escalation point for the most complex, high-risk, or repeat-failure equipment issues
- Lead diagnosis and resolution of systemic or enterprise-wide equipment performance problems
- Provide expert-level installation, validation, and troubleshooting for advanced or newly released medical and dental technologies
- Direct and oversee critical installations, upgrades, retrofits, and large-scale remediation efforts
- Develop, review, and standardize advanced service procedures, troubleshooting guides, and technical documentation
- Partner with engineering, quality, and product development teams to influence design improvements, reliability enhancements, and serviceability
- Analyze service data and trends to identify root causes, recurring failures, and opportunities for preventive solutions
- Lead continuous improvement initiatives that enhance service efficiency, quality, safety, and customer satisfaction
- Serve as technical lead for pilot programs, beta deployments, or early-stage product introductions
- Represent the organization as a senior technical authority in customer meetings, audits, and high-visibility service engagements
- Provide advanced technical mentoring and coaching to Medical Equipment Engineer I, II, and III staff
- Design and deliver advanced technical training, certifications, and knowledge-sharing sessions
- Advise management on technical strategy, resource planning, skills development, and service readiness
- Ensure compliance with regulatory, safety, and quality standards across all service activities
- Travel extensively as required (including extended or multi-site assignments) and provide leadership during complex service engagements
- Ensure safe handling, transport, setup, and operation of equipment (up to 50 lbs.)
- Perform other duties as assigned by management
Leadership & Influence Responsibilities- Provides technical leadership across the service organization without necessarily having direct people-management responsibility
- May provide functional or dotted-line leadership to Engineer I-III staff on projects or escalations
- Acts as a trusted technical advisor to service management and cross-functional leaders
- Contributes to succession planning, skills assessments, and technical competency frameworks
Requirements - Associate degree required; Bachelor's or Master's degree in Biomedical Engineering, Electronics, or a related field strongly preferred
- 8-10+ years of progressive hands-on experience servicing CBCT/dental equipment, including advanced and emerging technologies
- Demonstrated expert-level troubleshooting skills with complex electromechanical, software-driven, and integrated systems
- Proven experience serving as a senior technical escalation point or subject matter expert
- Strong track record of mentoring, coaching, and influencing technical teams
- Excellent ability to communicate highly technical information to diverse audiences, including executives and customers
- Advanced customer relationship, problem-solving, and conflict-resolution skills
- Proficiency in Microsoft Office (Word, Excel, Outlook) and enterprise service documentation systems
- Valid driver's license and ability to travel extensively (up to 25%)
- Ability to work independently, manage ambiguity, and lead complex technical initiatives
Physical & Work Environment Requirements- Ability to kneel, bend, stand for extended periods, and work in confined or clinical spaces
- Ability to lift, move, and position equipment weighing up to 50 pounds
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