Field Service Engineer

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* Location:

** Columbus, OH

** Travel:
** Local and regional travel within assigned territory, occasional overnight stays

** On-Call:
** Rotating weekend coverage required

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.

** RESPONSIBILITIES:*
* 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.

+ 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

** Physical demands:*
* + 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.

** Work environment:*
* + Home office (10%) and hospital/surgery center environments (90%)

+ Adheres to customer protective, safety, and security protocols

+ This position requires on-call responsibilities including weekend call coverage on a rotating basis.

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* EDUCATION:

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* *
* Required:

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* + 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

** Preferred:*
* + 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

** KEY

SKILLS REQUIRED:

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* + 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

** COMPUTER

SKILLS:

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* + 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

** JOB

EXPERIENCE:

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* + 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.

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* What We Offer:

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* + Comprehensive onboarding and ASP certification programs

+ Competitive compensation and benefits

+ Company vehicle and travel support

+ A chance to make a daily impact on patient safety and healthcare quality

** Fortive Corporation…