Field Service Engineer

About the role

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology. ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality.

ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

Responsibilities

• Partner with sales and clinical education field team to deliver our customers with high value business solutions that drive customer loyalty and sustain ASP’s installed base.
• Work as a part of a multi-functional work group.
• Manage all responsibilities of primary territory, including compliance and documentation requirements.
• Schedule and perform the installation, operation, planned maintenance, repair, and modification of ASP systems within assigned territory.
• Perform preventive maintenance and document performance and maintenance records on equipment.
• Work with leadership and customers and scheduling personnel to schedule all aspects of technical / service work required to support all products supported and serviced by Advanced Sterilization Products technical service business division.
• Provide support to customers related to emergency service. Respond to customer requests for emergency service. Determine cause(s), troubleshoot and take corrective action.
• Finish the assigned training and documentation within assigned dates.
• May advise and assist in affecting design changes to improve equipment efficiency, quality and/or reduce cost of operation.
• Devises project plans for the installation-planning phase of new equipment.
• Manage customer expectations on a regular basis before & after various interaction to ensure customer satisfaction.
• Successfully complete activities within the Service Management System (Siebel) through daily updates and documentation.
• Responsible for processing RMA returns to support individual usage of supporting parts and equipment.
• Manage personal “trunk” inventory and complete required audits to support thereof.
• Provides guidance to Customers to include hospital Biomedical engineers along with Field Service Technicians and/or Representatives and assists when customer satisfaction issues arise.
• Provide insights/suggestions for design improvement opportunity.
• Beta site support/installation.

Requirements

• Able to lift 80 lbs. to a height of four (4) feet
• Operate company vehicles
• Sitting/driving for long periods of time
• Occasional airline travel
• Excessive standing, bending and stooping.

Qualifications

• High School diploma with 3 years proven experience in customer support/customer relations/technical support or Associates’ Degree with 3 years related work experience
• Minimum of two (2) years customer service experience
• Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major
• Four (4) years work experience in a related field (Medical Device)

Skills

• Demonstrate excellence in providing customer service.
• Highly motivated to achieve top level customer satisfaction in all accounts.
• Ability to perform successfully in a matrix/team environment applying excellent verbal and written communication, time management and teamwork skills.
• Experience using office based and customized computer programs/applications for territory management and administrative activities.
• Basic knowledge of office-based computer programs such as Word, Excel and Access, and their application in administrative activities.
• Knowledge of service management systems.

Benefits

This position requires on-call responsibilities including weekend call coverage on a rotating basis.

Pay

The salary range for this position (in local currency) is 51,300.00 - 85,700.00

Schedule

Local and regional travel within assigned territory, occasional overnight stays.

Physical Demands

• Able to lift 80 lbs. to a height of four (4) feet
• Operate company vehicles
• Sitting/driving for long periods of time
• Occasional airline travel
• Excessive standing, bending and stooping.

Job Experience

• At least three (3) years experience in a Field Service environment preferably in the electronics or medical device industry, OR minimum of three (3) years experience as a Biomedical Engineer in a hospital environment.
• Knowledge of inventory management practices in order to maintain and account for parts inventory.
• Basic understanding of business practices, processes and associated costs of managing primary territory.