Field Service Engineer

Mizuho OSI•Town of Montezuma, NY

15d•$70,000 - $85,000•Onsite

About The Position

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products. Job Summary The Field Service Engineer (FSE) is primarily responsible for technical support, repairing and servicing Mizuho products in the field throughout the United States. The Field Service Engineer provides, highly visible, customer support through the performance of independent onsite service and repair of complex equipment and systems. To include but not limited to installation, troubleshooting, repair, and performance of preventive maintenance as required. Responsible for the inspection and operational quality and safety of Mizuho OSI products. May also instruct customers in the operation and maintenance of the system. Serves as company liaison with customers on administrative and technical matters for assigned projects. Interprets customers' needs and assigns the responsibility for problem resolution to the appropriate resource. The Field Service Engineer makes independent decisions pertaining to the operational safety of Mizuho products without immediate supervision based on their subject matter expertise. We are looking for you, if you have the ability to: Work with electromechanical equipment Travel throughout an assigned territory on short notice Read and understand drawings and schematics Work directly with a broad customer base

Requirements

Minimum 2 years of related experience required. Field service experience in the medical device industry preferred; alternatively, related experience in the medical industry or relevant military experience will be considered.
High school diploma or equivalent is required.
Ability to interpret blueprints, schematics, manuals, and other technical references.
Perform work requiring advanced knowledge, defined as work which is predominantly intellectual in character and which includes work requiring the exercise of discretion and judgment.
Proficiency using established service reporting computer systems interfacing with CRM systems. Ability to use basic email, word processing, and troubleshooting, computer programs.
Able to provide a valid driver's license and qualify for company's auto insurance policy.
Ability to travel extensively about 50% and cover the travel expenses and submit reimbursements in accordance with company policy.
Ability to lift up to 50 lbs.
Ability to push/pull up to 150 lbs.
Must live in the designated territory of responsibility.
May be required to travel outside of designated territory when requested.
Ability to work nights or weekends when requested.
Able to participate in required training and successfully certify on all product training.
Neat and professional appearance and outgoing people-oriented personality which conveys pride in working for Mizuho OSI and which is demonstrated with a ready smile and a willingness to assist others.
Ability to clearly express oneself verbally and in writing in the English language (additional languages also preferred) using good grammar, vocabulary, eye contact. Ability to communicate effectively with customers, employees, and other business contacts in a courteous and professional manner. Excellent verbal and written communication skills, strong presentation, project and organizational skills.
Excellent customer focus with a high sense of urgency. Ability to provide excellent interpersonal and communication skills.
Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously. To be able to positively manage situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances while still meeting, or proposing modified, deadlines.
Ability to clearly and effectively express oneself through written means, to properly use such technical factors as grammar, punctuation, vocabulary, and correct spelling. Able to prepare and/or write email, and reports. Ability to perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills, and attention to detail.
To be able to demonstrate an understanding, and the regular use of a time management process, which systematically structures one's own work to provide for effective task performance and to pian and prioritize items to meet future demands.
Ability to establish and accomplish goals independently and to function as a positive and productive team member.

Responsibilities

Troubleshoot, service, and repair all products that Mizuho OSI distributes to customer sites within an assigned territory.
Conduct preventive maintenance as required.
Support and promote company programs, contract sales, and initiatives as directed.
Create and deliver accurate quotes based on company guidelines and procedures. Must clearly complete all required service documentation for regulatory requirements through company established systems and procedures.
Operate systems to demonstrate equipment and to analyze malfunctions.
Consult with R&D and/or Manufacturing Engineering personnel to resolve unusual problems in system operation and maintenance.
Must maintain and update the CRM system as needed. Complete all paperwork in a timely manner. This is to include expense reports, training documentation and all other relevant documents.
Interact across teams including but not limited to Customer Service Operations, Technical Service, Account Managers, and management, in order to meet account performance objectives and customers' expectations.
May advise management regarding customer satisfaction, product performance, and suggestions for product improvements.
Must maintain and control inventory as assigned for repair purposes. This includes replenishing trunk stock (parts on hand) and keeping track of parts used from trunk stock.
Train and instruct customers on the proper use of the products or other members of the department and the company, by passing along skills and information to assist them in their development and advancement either with one-on-one or with platform training skills.
Perform as an independent employee who is able to analyze problems and formulate plans to overcome challenges and to get work done quickly with a high degree of quality. Make sound and logical decisions and to choose the appropriate courses of action based on the parameters of the situation at hand and to use continual improvement problem solving skills.
Understand Mizuho OSI's business objectives and the relationship between the Service Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements and to maintain the services and quality levels set by Mizuho OSI.
Understand, follow and support Mizuho OSI's internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).