Field Service Engineer

Territory covers lower Manhattan to Jersey City area.

About the company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

About the role

The Field Service Engineer (FSE) is primarily responsible for technical support, repairing and servicing Mizuho products in the field throughout the United States. The Field Service Engineer provides highly visible customer support through the performance of independent onsite service and repair of complex equipment and systems, including installation, troubleshooting, repair, and preventive maintenance. Responsible for the inspection and operational quality and safety of Mizuho OSI products. May also instruct customers in the operation and maintenance of the system. Serves as company liaison with customers on administrative and technical matters for assigned projects. Interprets customers' needs and assigns responsibility for problem resolution to the appropriate resource. Makes independent decisions pertaining to the operational safety of Mizuho products without immediate supervision based on subject matter expertise.

Responsibilities

• Troubleshoot, service, and repair all products that Mizuho OSI distributes to customer sites within an assigned territory.
• Conduct preventive maintenance as required.
• Support and promote company programs, contract sales, and initiatives as directed.
• Create and deliver accurate quotes based on company guidelines and procedures.
• Complete all required service documentation for regulatory requirements through company established systems and procedures.
• Operate systems to demonstrate equipment and to analyze malfunctions.
• Consult with R&D and/or Manufacturing Engineering personnel to resolve unusual problems in system operation and maintenance.
• Maintain and update the CRM system as needed.
• Complete all paperwork in a timely manner, including expense reports, training documentation, and other relevant documents.
• Interact across teams including Customer Service Operations, Technical Service, Account Managers, and management to meet account performance objectives and customers' expectations.
• Advise management regarding customer satisfaction, product performance, and suggestions for product improvements.
• Maintain and control inventory as assigned for repair purposes, including replenishing trunk stock and tracking parts used.
• Train and instruct customers on the proper use of the products or other members of the department and company.
• Perform as an independent employee, analyzing problems and formulating plans to overcome challenges.
• Understand Mizuho OSI's business objectives and the relationship between the Service Department and those objectives.
• Understand, follow, and support Mizuho OSI's internal Quality System policies, procedures, and work instructions, including applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Requirements

• 4-6 years of related experience and high school diploma or equivalent.
• Ability to interpret blueprints, schematics, manuals, and other technical references.
• Perform work requiring advanced knowledge, defined as work which is predominantly intellectual in character and requires discretion and judgment.
• Proficiency using established service reporting computer systems interfacing with CRM systems.
• Ability to use basic email, word processing, and troubleshooting computer programs.
• Valid driver's license and qualify for company's auto insurance policy.
• Ability to travel extensively (about 50%) and cover travel expenses with reimbursement in accordance with company policy.
• Ability to lift up to 50 lbs and push/pull up to 150 lbs.
• Must live in the designated territory of responsibility (lower Manhattan to Jersey City).
• May be required to travel outside of designated territory when requested.
• Ability to work nights or weekends when requested.
• Able to participate in required training and successfully certify on all product training.
• Neat and professional appearance with an outgoing, people-oriented personality.
• Excellent verbal and written communication skills in English (additional languages preferred).
• Strong customer focus with a high sense of urgency and excellent interpersonal skills.
• Ability to function calmly in a fast-paced environment managing multiple priorities.
• Strong analytical skills, attention to detail, and ability to perform basic arithmetic functions.
• Demonstrated understanding and use of time management processes.
• Ability to establish and accomplish goals independently and function as a positive and productive team member.

Working conditions

• Routine and frequent travel requiring driving and sitting in a car for long periods; occasional air travel.
• Walking or standing within hospitals and operating rooms is routinely required.
• Bending, kneeling, stretching, climbing, balancing, stooping, crouching, or crawling may be required for equipment operation or attending surgeries.
• Regularly lift and/or move up to 50 pounds; frequently push or move up to 150 pounds to uncrate and relocate equipment.
• Specific vision abilities required include close and far vision, color vision.
• Job duties performed in hospital operating rooms require adherence to gowning and sterility protocols.
• Noise level in the work environment is usually low to moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pay

$80,000 - $90,000 base salary plus quarterly bonuses, comprehensive benefits package, and company vehicle.