Field Service Engineer

• Partner with sales and clinical education field teams to deliver high-value business solutions
• Manage all responsibilities of the primary territory, including compliance and documentation
• Schedule and perform installation, operation, planned maintenance, repair, and modification of ASP systems
• Perform preventive maintenance and document equipment performance and maintenance records
• Coordinate technical and service work with leadership, customers, and scheduling personnel
• Respond to customer requests for emergency service
• Determine causes, troubleshoot issues, and take corrective action
• Complete assigned training and documentation by required dates
• Advise and assist with design changes to improve efficiency, quality, or operating costs
• Develop project plans for new equipment installation planning
• Manage customer expectations before and after interactions
• Complete Service Management System (Siebel) activities through daily updates and documentation
• Process RMA returns and manage personal trunk inventory and required audits
• Provide guidance to customers, hospital Biomedical Engineers, Field Service Technicians, and Representatives
• Support beta-site installations
• Provide design improvement suggestions and perform additional assigned responsibilities

• 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
• 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
• Basic understanding of business practices, processes and associated costs of managing a primary territory
• Experience using office-based and customized computer programs/applications
• Basic knowledge of Word, Excel and Access
• Knowledge of service management systems
• Ability to lift 80 lbs. to a height of four (4) feet
• Ability to operate company vehicles
• Ability to perform successfully in a matrix/team environment
• Rotating weekend on-call coverage required
• Local and regional travel within assigned territory, with occasional overnight stays
• Adherence to customer protective, safety, and security protocols
• Preferred:
  Two-year degree in electronics, technology, computer science, electrical engineering or related major
• Preferred:
  Four years' work experience in a related field (Medical Device)
• Preferred:
  Experience working in a field service environment

Demonstrates expertise in customer support and technical service within the medical device industry, with a strong focus on compliance, documentation, and equipment maintenance. Capable of managing customer expectations and coordinating effectively with cross-functional teams.

• Field Service Experience
• Customer Service Experience
• Service Management Systems
• Inventory Management Practices
• Biomedical Engineering Knowledge

• Technical Support
• Preventive Maintenance
• Troubleshooting
• Project Planning
• Documentation Management
• Equipment Installation
• Design Improvement
• Emergency Service Response
• Matrix Team Collaboration
• Ability to Lift 80 lbs

• Customer Relationship Management
• Communication Skills
• Problem-Solving
• Teamwork
• Adaptability

• Medical Device Industry
• Field Service Environment
• Compliance Protocols
• Safety Protocols
• Technical Documentation

• Service Management System (Siebel)
• Microsoft Word
• Microsoft Excel
• Microsoft Access
• Customized Computer Programs