Field Service Engineer

About This Role

Provide customer service solutions for the installation, validation, planned and corrective maintenance of ASP sterilization systems. Collaborate with sales and clinical education teams to ensure customer loyalty and sustain ASP's install base, managing a primary territory and ensuring compliance and documentation requirements are met.

Responsibilities

• Partner with sales and clinical education field teams to deliver customer-focused high-value business solutions that drive customer loyalty and sustain ASP’s install base
• Manage all responsibilities of primary territory, including compliance and documentation requirements
• Perform the 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 schedule all aspects of technical / service work required
• Provide support and respond to customers related to critical service
• Determine cause(s), troubleshoot, and perform corrective action as required
• Complete all assigned training and documentation requirements within assigned due dates
• Advise and assist in affecting 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 on a regular basis before & after various interactions to ensure customer satisfaction
• Complete all activities within the Service System through daily updates and documentation
• Complete all processing of RMA returns to support individual usage of supporting parts and equipment
• Manage personal “trunk” inventory and complete required audits
• Provide guidance to Customers, including hospital Biomedical engineers and Field Service Technicians/Representatives
• Provide feedback/suggestions for design improvement opportunity
• Support/install beta sites

Requirements

• Minimum of 3 years of related work experience with Associate Degree
• Minimum of 5 years of experience in customer support/customer relations/technical support
• Minimum of 2 years customer service experience
• Minimum of 3 years of experience in a Field Service environment preferably in the electronics or medical device industry OR minimum of 3 years of experience as a Biomedical Engineer in a hospital environment
• Demonstrate excellence in providing customer service
• Highly motivated to achieve top level customer satisfaction in all accounts
• Ability to perform successfully in a matrix/team environment utilizing 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 systems
• Knowledge of inventory management practices to maintain and account for parts inventory
• Basic understanding of business practices, processes, and associated costs of managing primary territory
• Knowledge of calibrated tools

Qualifications

• Minimum of 5 years of experience in customer support/customer relations/technical support, with at least 3 years in a Field Service environment preferably in the electronics or medical device industry, or as a Biomedical Engineer in a hospital environment. Minimum of 3 years related work experience with an Associate Degree.

Nice to Have

• 4+ years of work experience in a related Medical Device industry
• Experience working in a field service environment
• MCP certification or equivalent
• Microsoft A+ certification or equivalent computer hardware certification

Skills

* Required skills