Field Service Engineer

Preferred candidate resides in Palm Beach, FL or surrounding cities.

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 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 products or other team members to assist in their development and advancement.
• Analyze problems, formulate plans, and execute work quickly with a high degree of quality.
• Understand Mizuho OSI's business objectives and support the Corporate Vision, Mission & Values Statements.
• Follow and support Mizuho OSI's internal Quality System policies, procedures, and work instructions, including applicable external regulations (21 CFR Part 820 and applicable International Standards).

Requirements

• 4 years of related experience and a high school diploma or equivalent.
• Ability to interpret blueprints, schematics, manuals, and other technical references.
• Perform work requiring advanced knowledge, defined as predominantly intellectual work involving 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 qualification for the 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; may be required to travel outside of it when requested.
• Ability to work nights or weekends when requested.
• Participate in required training and successfully certify on all product training.
• Neat and professional appearance with an outgoing, people-oriented personality.
• Ability to clearly express oneself verbally and in writing in English (additional languages preferred).
• Excellent verbal and written communication skills, strong presentation, project, and organizational skills.
• Excellent customer focus with a high sense of urgency.
• Ability to function calmly in a fast-paced environment managing multiple priorities.
• Ability to modify plans and decisions in dynamic situations while meeting deadlines.
• Ability to perform basic arithmetic functions, create and reconcile reports, and demonstrate strong analytical skills.
• Understanding and regular use of a time management process to prioritize tasks effectively.
• Ability to establish and accomplish goals independently and function as a positive and productive team member.

Work environment

• 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, and stretching may be required for equipment operation and attending surgeries.
• Occasionally required to climb, balance, stoop, kneel, crouch, or crawl to set up or service equipment.
• Must regularly lift and/or move up to 50 pounds; frequently push or move up to 150 pounds to uncrate and relocate tables.
• 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 + quarterly bonuses + comprehensive benefits package + company vehicle

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401k with company matching
• Educational assistance