Field Service Engineer

Job Description:

• Provide customer service solutions for installation and validation of new systems
• Perform planned and corrective maintenance of installed systems
• Improve system utilization and support lifecycle management activities for Advanced Sterilization Products systems
• Partner with sales and clinical education field teams to deliver business solutions and sustain the installed base
• Install, operate, maintain, repair and modify ASP systems within the assigned territory
• Identify causes, troubleshoot issues and perform corrective actions
• Complete compliance documentation and daily equipment performance and maintenance records
• Coordinate work scheduling with leadership, customers and scheduling personnel
• Develop project plans for installation planning of new equipment
• Manage customer expectations and provide regular guidance to ensure satisfaction
• Manage personal trunk inventory and complete required audits
• Provide design-improvement suggestions related to efficiency, quality and operating cost
• Perform other assigned duties

Requirements:

• High school or equivalent plus 3 years related experience, including at least 1 year technical troubleshooting experience and 1 year customer service experience; or 2 years post-secondary technical education plus 1 year customer service experience
• Preferred post-secondary degree or certification in Mechanical, Electronics, Electrical or another field
• Preferred 2 years customer support experience
• Preferred experience in field service, biomedical hospital support, or a related industry such as medical devices
• Preferred Microsoft A+ certification or equivalent computer hardware certification
• Excellent mechanical troubleshooting, problem-solving and technical learning proficiency
• Ability to use and quickly learn Outlook, Excel and Salesforce
• Ability to achieve high customer satisfaction
• Verbal and written communication and collaboration skills
• Ability to autonomously prioritize schedules and handle shifting priorities
• Knowledge of computer networking, electronics and electrical basics preferred
• Familiarity with test equipment preferred
• Understanding of business practices, processes, territory management and parts inventory costs preferred
• Willingness to travel during the workday to hospital/surgery center environments
• Ability to travel overnight locally, regionally and nationally
• Ability to lift 80 pounds to a height of four feet
• Ability to operate company vehicles and drive/sit for long periods
• Valid driver's license and driving record compliant with Company policy
• Relocation over 50 miles from the job posting location requires manager pre-approval

Benefits:

• Equal opportunity employer committed to diversity and reasonable accommodations
• Frequent air travel as needed up to 50% of the time
• On-call responsibilities with rotating weekend call coverage