Field Service Engineer (SC, United States)

Location: Charleston, SC. Local and regional travel within assigned territory; occasional overnight stays. Rotating weekend on-call coverage required.

About the role

As a Field Service Engineer at ASP, you’ll play a critical role in ensuring hospitals and surgical teams have life-saving sterilization equipment that works flawlessly. You’ll be the technical expert on-site, solving complex problems, maintaining critical systems, and directly impacting patient safety and clinical outcomes. This is a hands-on, highly autonomous role with a clear career path, professional development opportunities, and the chance to work with cutting-edge medical technology.

Responsibilities

• Partner with sales and clinical education field team to deliver high-value business solutions that drive customer loyalty and sustain ASP’s installed base.
• Work as part of a multi-functional work group.
• Manage all responsibilities of primary territory, including compliance and documentation requirements.
• Schedule and perform 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, customers, and scheduling personnel to coordinate all technical/service work required to support products serviced by Advanced Sterilization Products technical service division.
• Provide emergency service support; respond to customer requests for emergency service, determine causes, troubleshoot, and take corrective action.
• Complete assigned training and documentation within required timeframes.
• Advise and assist in design changes to improve equipment efficiency, quality, and/or reduce cost of operation.
• Devise project plans for the installation-planning phase of new equipment.
• Manage customer expectations before and after interactions to ensure satisfaction.
• Complete daily updates and documentation in the Service Management System (Siebel).
• Process RMA returns to support parts and equipment usage.
• Manage personal “trunk” inventory and complete required audits.
• Provide guidance to customers, including hospital Biomedical engineers, Field Service Technicians, and Representatives, and assist with customer satisfaction issues.
• Provide insights and suggestions for design improvement opportunities.
• Support beta site installations.
• Additional responsibilities as assigned.

Physical Demands

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

Work Environment

• Home office (10%) and hospital/surgery center environments (90%).
• Adheres to customer protective, safety, and security protocols.
• Rotating weekend on-call coverage required.

Requirements

• High School diploma with 5 years of proven experience in customer support, customer relations, or technical support; or Associates’ Degree with 5 to 10 years of related work experience.
• Minimum of five years of customer service experience.
• Preferred: Degree in electronics, technology, computer science, electrical engineering, or related major.
• Four years of work experience in a related field (Medical Device preferred).
• Experience working in a field service environment.

Skills

• Demonstrated excellence in providing customer service.
• Highly motivated to achieve top-level customer satisfaction.
• Ability to perform successfully in a matrix/team environment with 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.
• Knowledge of service management systems.
• Knowledge of inventory management practices to maintain and account for parts inventory.
• Basic understanding of business practices, processes, and associated costs of managing a primary territory.

Benefits

• Comprehensive onboarding and ASP certification programs.
• Competitive compensation and benefits.
• Company vehicle and travel support.
• Eligibility for bonus as part of the total compensation package.

Pay

Salary range: $51,300 – $85,700.