Field Service Engineer

Field Service Engineer / Service Technician (Atlanta, GA, North Atlanta)

Position Summary

Under remote supervision, the 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, and supporting lifecycle management activities for all products distributed or supported by Advanced Sterilization Products.

Duties and Responsibilities

• 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.
• 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.
• Works with leadership and customers to schedule all technical/service work required to support all products.
• 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 due dates.
• May advise and assist in affecting design changes to improve equipment efficiency, quality and reduce cost of operation.
• Devises project plans for the installation‑planning phase of new equipment.
• Manages customer expectations on a regular basis before and after interactions to ensure satisfaction.
• Completes all activities within the Service System through daily updates and documentation.
• Completes processing of RMA returns to support usage of parts and equipment.
• Manages personal “trunk” inventory and completes required audits.
• Provides guidance to customers, including hospital Biomedical engineers and Field Service Technicians.
• Provides feedback/suggestions for design improvement opportunities.
• Beta site support/installation; performs other duties as assigned.
• On‑call responsibilities, including weekend call coverage on a rotating basis.

Qualifications

• High School or Equivalent, Associate’s Degree, Bachelor’s Degree, Master’s Degree, PhD Degree (any level acceptable).
• 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 electronics or medical device industry, or 3 years as a Biomedical Engineer in a hospital environment.

Knowledge, Skills, and Abilities

• Demonstrate excellence in providing customer service.
• Highly motivated to achieve top level customer satisfaction.
• Excellent verbal and written communication, time management, and teamwork skills.
• Experience using office based and customized computer programs for territory management and administrative activities.
• Basic knowledge of office‑based programs such as Word, Excel, Access.
• Knowledge of service systems and inventory management practices.
• Basic understanding of business practices, processes, and 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

Employee may be required to talk, hear, sit, use hands/fingers, stand, walk, reach with arms, climb or balance, stoop and kneel. Vision: close vision required. Able to lift 80 pounds to a height of four feet; operate company vehicles; sit/driving for long periods; excessive standing, bending, stooping; frequent air travel 50% of the time.

Work Environment

• Travel on the job: up to 50% Domestic.
• Scheduled work hours include…