Field Service Engineer

Fortive•Gainesville, FL

13d•Onsite

About The Position

supported by Advanced Sterilization Products. Under remote supervision and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position: 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 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. This position requires on-call responsibilities, including weekend call coverage on a rotating basis. Basic knowledge of office-based computer programs such as Word, Excel and Access, and their Ensure implementation of safety and environmental procedures, guidelines, and standards. Evaluate employee compliance and enforce established safety and environmental procedures and rules. Create a safe work area environment, recognize safe activities, and reward good safety performance. Ensure that incidents are investigated to determine root cause, and that corrective actions are taken. Ensure employees wear required protective equipment. Ensure EHS inspections are conducted monthly and corrective actions are implemented. All employees have a duty to comply with applicable laws, regulations, standards, ASP policies and procedures. This job description is intended to convey information essential to understanding the scope of this position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Employees are required to follow any other job-related instructions and perform job-related

Requirements

High School or Equivalent
Associate's Degree
Bachelor's Degree
Master's Degree
PhD Degree
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 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
Experience using office based and customized computer programs/applications for territory management
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.
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.
Microsoft A+ certification or equivalent computer hardware certification.
Must be able to travel overnight locally, regionally, and nationally as needed

Nice To Haves

4+ years of work experience in a related Medical Device industry.

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.
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.
Ensure implementation of safety and environmental procedures, guidelines, and standards.
Evaluate employee compliance and enforce established safety and environmental procedures and rules.
Create a safe work area environment, recognize safe activities, and reward good safety performance.
Ensure that incidents are investigated to determine root cause, and that corrective actions are taken.
Ensure employees wear required protective equipment.
Ensure EHS inspections are conducted monthly and corrective actions are implemented.
All employees have a duty to comply with applicable laws, regulations, standards, ASP policies and procedures.