Field Service Engineer

About This Role

This Field Service Engineer role is responsible for providing customer service solutions, including installation, validation, planned and corrective maintenance of ASP systems, and supporting lifecycle management activities in assigned accounts.

Responsibilities

• Partner with sales and clinical education field team 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 and 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
• 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

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 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
• Demonstrated excellence in providing customer service
• Highly motivated to achieve top level customer satisfaction
• 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
• Able to lift 80 pounds to a height of four (4) feet
• Operate company vehicles
• Sitting/driving for long periods of time
• Excessive standing, bending, and stooping

Qualifications

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

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