Field Service Engineer; OH

Location:

Akron, OH and surrounding area 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.

EDUCATION:

Required:

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:

Demonstrate excellence in providing customer service.

Highly motivated to achieve top level customer satisfaction in all accounts.

Ability to perform successfully…