Field Service Engineer I-Knoxville, TN

Olympus Corporation of the Americas•Knoxville, TN

2d•Onsite

About The Position

The Field Service Engineer (FSE) services and maintains all product lines for Olympus America medical products. Under supervision of Manager and Senior FSE Trainer, the FSE will service and provide expert level technical support to assigned equipment.

Requirements

Associate degree in electronics, computer science or related technical discipline is required or four plus years of equivalent experience (medical devices preferred) and or Military Technical experience.
Minimum one to three years as a Field Service Engineer, or equivalent experience.
Must be a self-starter, able to travel on short notice and work independently with minimal supervision.
Must be capable of multi-tasking, setting priorities, and scheduling work activities.
Ability to resolve problems, think analytically, and communicate professionally in high-pressure, time-sensitive, customer environments.
Basic understanding of computer systems, video, audio, and control system concepts.
Experience working with and troubleshooting electromechanical / microprocessor-based products.
Excellent communication skills, both written, verbal, and presentation.
Cooperate and participate as an effective team member in creating a positive working environment.
High degree of personal organization.
Experienced user of Microsoft Office tools, including Excel, Word, and PowerPoint.
Strong customer service skills.
Solid working knowledge of electronics, personal computer hardware, and software
Proven ability to work under pressure.
Ability to articulate technical and user needs in a concise manner easily understood by all.
Ability to work with field personnel, management, and customers.
Demonstrated decision-making ability towards solving problems, and effectively communicated these solutions to co‑workers and customers.
Must have a valid U.S. Driver’s License.
Ability to work flexible hours as required, including weekends.
Ability to travel overnight (>40%)

Nice To Haves

Bachelor’s degree preferred.
CompTIA Net+ or CompTIA A+ or other similar industry-recognized certification is preferred
Working knowledge of networking, hospital information systems, and DICOM or PACS systems is desirable.
Experience working with and troubleshooting video display and video routing systems is desirable.

Responsibilities

Establish and maintain a high level of customer satisfaction with assigned products, support and service.
Respond to customer inquiries, maintain a good customer service reputation by complying with all regulatory requirements and all aspects of company quality system.
Train customers on the basic operation and use of assigned products.
Provide feedback concerning product questions, workflow issues, performance anomalies encountered in the field, and make recommendations for service improvements.
Perform new equipment installations, upgrades, post installation testing, troubleshooting and all other aspects of technical support for all assigned products.
Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.
Open communication with territory Sales Representatives
Provide support at conventions, trade shows and customer trials.
Establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities
Performs other duties as assigned.