Field Service Representative II — Shrewsbury, MA

SOLVENTUM•Shrewsbury, MA

1d•$52,560 - $72,270•Onsite

About The Position

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you. This position is directly responsible for serving the needs of our healthcare clients, inclusive of the delivery, pickup and maintenance of cutting-edge medical device equipment. The Field Service Representative II will interface with Solventum customers daily and is responsible for building, cultivating, and maintaining superior customer relationships. The daily responsibilities encompass the preparation of medical equipment for patient use to include disinfection, quality control testing, preparation for use and transportation of the equipment to and from customer locations utilizing a company provided vehicle. Additional responsibilities may include next level escalation point of contact and taking ownership for maintenance and execution of at least one key service center responsibility (for example: Performs inventory on assets, parts, disposables, and supplies including counts, research and reconciliation and documentation per company policies and protocols). As a Field Service Representative II, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by: Supports customers to include patients and hospital staff on a regular basis providing superior customer service with customer centric solutions Executes timely and accurate order management using company issued computers and electronic equipment for accurate documentation and record keeping. Obtains and evaluates all information regarding service and product inquiries and providing prompt responses & appropriate follow up. Seeks out unmet customer needs and provides solutions or relays requirements to manager. Assists customers in the research and due diligence searches for missing & misplaced medical equipment within customer locations or the service environment. Safely operates a company vehicle to support the equipment delivery, retrieval and onsite customer service requirements of the position. Prepares best-in-class medical device equipment (cleaning, disinfecting, quality validation and routine maintenance), disposables, and documentation processing for delivery. Organizes and executes assigned work tasks to effectively and efficiently meet customer expected timeframes for service. Accurately prepare, Pick, Pack, Ship and Receive inbound and outbound shipments using 3rd party partners; Loading and unloading medical equipment from company vehicles. Follows all work and safety instructions and conforms to Company and Departmental policies and procedures. Maintains a clean, orderly and safe working environment Assists with process training of other staff and customers when applicable; Serves as designated facility contact person in the absence of the Field Service Lead. Primary ownership of a core service center process such as inventory management to include tracking, reconciliation, and order management of assets, parts, disposables, and supplies.

Requirements

High School Diploma/GED or higher
Minimum of 3 years of work experience in a customer-facing or service-related field
Current, valid Driver’s License

Nice To Haves

Ability to work non-traditional work schedules, including extended hours, evenings, weekends, and participate in on-call duties.
Ability to meet physical requirements of the position through fitness testing as required in the Job Safety Analysis (JSA).
Experience with Microsoft Office & iOS applications.
Demonstrated ability to communicate effectively, both verbally and in writing.
Demonstrated time management & prioritization skills.

Responsibilities

Serve the needs of healthcare clients, including delivery, pickup, and maintenance of medical device equipment.
Build, cultivate, and maintain superior customer relationships.
Prepare medical equipment for patient use (disinfection, quality control testing, preparation for use).
Transport equipment to and from customer locations using a company vehicle.
Act as a next-level escalation point of contact.
Take ownership for maintenance and execution of at least one key service center responsibility (e.g., inventory management, parts, disposables, supplies).
Provide superior customer service to patients and hospital staff.
Execute timely and accurate order management using company-issued computers and electronic equipment.
Obtain and evaluate information regarding service and product inquiries, providing prompt responses and follow-up.
Seek out unmet customer needs and provide solutions or relay requirements to management.
Assist customers in researching and locating missing or misplaced medical equipment.
Safely operate a company vehicle for equipment delivery, retrieval, and onsite customer service.
Organize and execute assigned work tasks to meet customer timeframes.
Prepare, pick, pack, ship, and receive inbound and outbound shipments using third-party partners.
Load and unload medical equipment from company vehicles.
Follow all work and safety instructions, and conform to company and departmental policies and procedures.
Maintain a clean, orderly, and safe working environment.
Assist with process training of other staff and customers.
Serve as a designated facility contact person in the absence of the Field Service Lead.
Have primary ownership of a core service center process such as inventory management, including tracking, reconciliation, and order management of assets, parts, disposables, and supplies.
Comply with corporate policies, procedures, and security standards while performing assigned duties.