Field Service Engineer

Job Description

Field Service Engineer/Service Technician (Remote-Jacksonville, Fl)

Position Summary

Under remote supervision, Advanced Sterilization Products’ Field Service Engineer I is responsible for providing customer service solutions related to installation and validation of new ASP systems, planned and corrective maintenance of installed ASP systems, improving system utilization of installed systems, and supporting lifecycle management activities in assigned accounts for all products distributed or supported by Advanced Sterilization Products.

Duties and Responsibilities

Under remote supervision and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position:

• Partners 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. Able to work as a part of a cross-functional work group.
• Manages all responsibilities of primary territory, including compliance and documentation requirements.
• Performs the installation, operation, planned maintenance, repair, and modification of ASP systems within assigned territory.
• Performs preventive maintenance and documents performance and maintenance records on equipment.
• Work with leadership and customers and scheduling personnel to schedule all aspects of technical / service work required to support all products supported and serviced by Advanced Sterilization Products technical service division.
• Provides support and responds to customers related to critical service.
• Determines cause(s), troubleshoots, and performs corrective action as required.
• Completes all assigned training and documentation requirements within assigned due dates.
• May advise and assist in affecting design changes to improve equipment efficiency, quality and/or reduce cost of operation.
• Devises project plans for the installation-planning phase of new equipment.
• Manages customer expectations on a regular basis before & after various interactions to ensure customer satisfaction.
• Completes all activities within the Service System through daily updates and documentation.
• Completes all processing of RMA returns to support individual usage of supporting parts and equipment.
• Manage personal “trunk” inventory and complete required audits to support thereof.
• Provides guidance to Customers to include hospital Biomedical engineers along with Field Service Technicians and/or Representatives and assists when customer issues arise.
• Provides feedback/suggestions for design improvement opportunity.
• Beta site support/installation. Performs other duties assigned as needed.
• This position requires on-call responsibilities, including weekend call coverage on a rotating basis.

Qualifications

Education:

• High School or Equivalent
• Associate’s Degree
• Bachelor’s Degree
• Master’s Degree
• PhD Degree
• Other: Minimum of 3 years of related work experience with Associate Degree.

Years of Related Experience:

• 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.

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:

SKILL SETS:

• 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.

COMPUTER 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, and their application in administrative activities.
• Knowledge of service systems.

JOB EXPERIENCE:

• 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.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• 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.

External Interactions

• Home office (10%) and hospital/surgery center environments (90%).
• Must be able to travel overnight locally, regionally, and nationally as needed

Physical Requirements

The physical demands identified are representative of the physical requirements necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of this job. While performing the responsibilities of this job, the employee may be required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop and kneel. Vision abilities required by this job include close vision.

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; frequent air travel 50% of the time.

Work Environment

Travel on the Job: Up to 50% Domestic

Scheduled Work Hours

On Call (Call in for Work)

Approximate Position Requirements

• Standing: Up to 50%
• Kneeling: 10-20%
• Sitting: Up to 30%
• Walking: 10-20%

Additional Work Environment Requirements

Visit customer sites. Work requires significant local travel and may require occasional overnight travel and weekend and/or evening work.

Environmental, Health and Safety

All managers and employees shall proactively support ASP’s Environmental, Health and Safety (EHS) Policy by providing the necessary resources and giving equal emphasis with other functions such as production and quality. It is the duty of every manager and employee to:

• Ensure implementation of safety and environmental procedures, guidelines, and standards.
• Evaluate employee compliance and enforce established safety and environmental procedures and rules.
• Create a safe work area environment, recognize safe activities, and reward good safety performance.
• Provide training to employees when:
  • Hired
  • Transferred
  • New substances, processes, procedures, or equipment are introduced to the workplace and represent a new hazard
• Measure safety performance and hold persons accountable for activities and results.
• Ensure that incidents are investigated to determine root cause, and that corrective actions are taken.
• Ensure employees wear required protective equipment.
• Ensure EHS inspections are conducted monthly and corrective actions are implemented.

Occupational Hazards

• Ergonomic Risk: Moderate
• Reproductive Health Risk: No Concern
• Machine Operation
• Electrical Hazard