Under remote supervision, Advanced Sterilization Products’ 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 of installed systems, and supporting lifecycle management activities in assigned accounts for all products distributed or supported by Advanced Sterilization Products.

 

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. Able to work as a part of a cross-functional work group. 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. 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 division. 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 assigned due 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. Manages customer expectations on a regular basis before & after various interactions to ensure customer satisfaction. Completes all activities within the Service System through daily updates and documentation. Completes all processing of 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 issues arise. Provides feedback/suggestions for design improvement opportunity. Beta site support/installation. Performs other duties assigned as needed. This position requires on-call responsibilities, including weekend call coverage on a rotating basis.

 

Qualifications:

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 the electronics or medical device industry or minimum of 3 years of experience as a Biomedical Engineer in a hospital 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 utilizing 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 systems. Knowledge of inventory management practices to maintain and account for parts inventory. Basic understanding of business practices, processes, and associated costs of managing primary territory. Knowledge of calibrated tools. Able to lift 80 pounds to a height of four (4) feet; operate company vehicles; sitting/driving for long periods of time; excessive standing, bending, and stooping  Frequent air travel 50% of the time.

Preferred Qualifications:

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.

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