Field Service Engineer responsible for installing and maintaining ultrasound equipment. Focusing on exceptional customer service while managing travel across Ventura and Los Angeles County.
About the role
- Field Service Engineer working with hospitals to ensure life-saving sterilization equipment works flawlessly. Responsible for installation, maintenance, and emergency service support of 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
Requirements
- 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
- Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major (Preferred)
- Four (4) years work experience in a related field (Medical Device) (Preferred)
- 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 management systems
- 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.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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