Field Service Engineer

Responsibilities

• Partner with sales and clinical education field team to deliver high value business solutions.
• 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.
• 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 interactions 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.
• Provide 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).
• 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.

Skills

• 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

• Comprehensive onboarding and ASP certification programs.
• Competitive compensation and benefits.
• Company vehicle and travel support.
• A chance to make a daily impact on patient safety and healthcare quality.

Pay

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