Field Service Engineer

Overview

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.

• 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.

• 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

• 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.

• 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

• 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…