Field Service Engineer

About the Role

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.

The Field Service Engineer (FSE) is primarily responsible for technical support, repairing and servicing Mizuho products in the field throughout the United States. The FSE provides highly visible customer support through the performance of independent onsite service and repair of complex equipment and systems, including installation, troubleshooting, repair, and performance of preventive maintenance as required. 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. The FSE makes independent decisions pertaining to the operational safety of Mizuho products without immediate supervision based on their 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
• Clearly 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 all other relevant documents
• Interact across teams including Customer Service Operations, Technical Service, Account Managers, and management in order to meet account performance objectives and customers' expectations
• May 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 keeping track of parts used
• Train and instruct customers on the proper use of the products or other members of the department and the company, through one-on-one or platform training skills
• Perform as an independent employee able to analyze problems and formulate plans to overcome challenges and to get work done quickly with a high degree of quality; make sound and logical decisions and choose appropriate courses of action based on the parameters of the situation; use continual improvement problem solving skills
• Understand Mizuho OSI's business objectives and the relationship between the Service Department and those objectives; support and follow the Corporate Vision, Mission & Values Statements and maintain the services and quality levels set by Mizuho OSI
• 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)

Qualifications & Requirements

• Requires a minimum 4 years of related experience and High School graduate 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 which includes work requiring the exercise of 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
• Able to provide a valid driver's license and qualify for company's auto insurance policy
• Ability to travel extensively about 50% and qualify for corporate credit card or cover travel expenses and submit reimbursements in accordance with company policy
• Ability to lift up to 50 lbs
• Ability to push/pull up to 150 lbs
• Must live in the designated territory of responsibility (preferred candidate resides in Memphis, TN or surrounding cities)
• 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 and outgoing people-oriented personality which conveys pride in working for Mizuho OSI, demonstrated with a ready smile and willingness to assist others
• Ability to clearly express oneself verbally and in writing in the English language (additional languages also preferred) using good grammar, vocabulary, eye contact; ability to communicate effectively with customers, employees, and other business contacts in a courteous and professional manner
• Excellent verbal and written communication skills, strong presentation, project and organizational skills
• Excellent customer focus with a high sense of urgency; ability to provide excellent interpersonal and communication skills
• Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously; positively manage situations of a dynamic nature; modify plans, actions, and decisions in light of changing situations and circumstances while still meeting, or proposing modified, deadlines
• Ability to clearly and effectively express oneself through written means, properly using grammar, punctuation, vocabulary, and correct spelling; able to prepare and/or write email and reports
• Ability to perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills, and attention to detail
• Ability to demonstrate an understanding and regular use of a time management process which systematically structures one's own work to provide for effective task performance and to plan and prioritize items to meet future demands
• Ability to establish and accomplish goals independently and to function as a positive and productive team member

Work Environment & Physical Demands

• Routine and frequent travel requires driving and sitting in a car for long periods of time; air travel also required on occasion
• Walking or standing within the hospital and/or Operating Room areas is routinely required
• Bending, kneeling and stretching may be required for operation of capital equipment and for attending surgeries
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl to set up or in-service a table
• Regularly lift and/or move up to 50 pounds; frequently push or move up to 150 pounds to uncrate and relocate a table
• Specific vision abilities required include close and far vision, color vision
• Job duties are performed in a hospital Operating Room requiring adherence to hospital gowning and sterility protocols, using mechanical parts and tables
• Noise level in the work environment is usually low to moderate
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Compensation

$80,000–$90,000 DOE + quarterly bonuses + comprehensive benefits package + company vehicle.