Field Service Engineer

Fortive•New York, NY

6h•Onsite

About The Position

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. Partner with sales and clinical education field team to deliver our customers with high value business solutions that drive customer loyalty and sustain ASP’s installed base. Work as a part of a multi-functional work group.

Requirements

High School diploma with 3 years proven experience in customer support/customer relations/technical support or Associates’ Degree with 3 years related work experience
Minimum of two (2) years customer service experience
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 applying 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, and their application in administrative activities.
Knowledge of service management systems
At least three (3) years experience in a Field Service environment preferably in the electronics or medical device industry, OR minimum of three (3) years experience as a Biomedical Engineer in a hospital environment.
Knowledge of inventory management practices in order to maintain and account for parts inventory.
Basic understanding of business practices, processes and associated costs of managing primary territory.
Able to lift 80 lbs. to a height of four (4) feet
Operate company vehicles
Sitting/driving for long periods of time
Occasional airline travel
Excessive standing, bending and stooping.

Nice To Haves

Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major
Four (4) years work experience in a related field (Medical Device)
Experience working in a field service environment

Responsibilities

Manage all responsibilities of primary territory, including compliance and documentation requirements.
Schedule and perform 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 business division.
Provide support to customers related to emergency service. Respond to customer requests for emergency service.
Determines cause(s), troubleshoots and takes corrective action.
Finish the assigned training and documentation within assigned 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
Manage customer expectations on a regular basis before & after various interaction to ensure customer satisfaction
Successfully complete activities within the Service Management System (Siebel) through daily updates and documentation
Responsible for processing 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 satisfaction issues arise.
Provide insights/suggestions for design improvement opportunity.
Beta site support/installation
Additional responsibilities assigned as needed