Field Service Engineer III - Indianapolis, IN

Olympus Corporation of the Americas•Upper Saucon, PA

6d•Onsite

About The Position

The Field Service Engineer (FSE) services and maintains all product lines for Olympus America medical products. Under minimal supervision, the FSE will service and provide expert level technical support to assigned equipment. They may be assigned a mentoring role to work closely with a Level I or II Field Service Engineer to ensure effective training and development of that employee.

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 five to seven years as a Field Service Engineer, or equivalent experience
Experience in field service, project management and or sales support
Proficient in technical issue management
Demonstrated project management experience with video, computer and or electronic product installations
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
Ability to travel overnight (>40%)
Ability to work flexible hours as required including weekends
High degree of personal organization
Experience working with and troubleshooting electromechanical / microprocessor-based products
Experienced user of Microsoft Office tools, including Excel, Word, and Power Point.
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 communicate these solutions to co‑workers and customers
Must always hold a valid U.S. Driver’s License that is not revoked or suspended in any state, province, or other jurisdiction
Excellent communication skills both written, verbal, and presentation
Cooperate and participate as an effective team member in creating a positive working environment

Nice To Haves

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 trial
Assist in the planning of Endoscopy/Surgical room video and audio cabling and other special projects as directed
Prepare train and mentor level 1 or 2 field service engineers as necessary
Possess and maintain an expert level of knowledge and skills required to produce the highest levels of customer service support. Employee will be required to possess a subject matter expert level of technical understanding, operation and concept with endoscopy equipment, core products and ancillary products. Satisfactorily displays the competencies of the essential duties and responsibilities for the FSE Levels I and II as described in the job descriptions
Motivate and maintain individual and team momentum by supporting up line management in day-to-day operations of specific team members, teams or assigned functions
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.