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Field Service Engineer

Fortive
2 days ago
Full-time
Remote
United States
Automation
Description
Location: Fort Wayne, IN or North Indianapolis, IN
Travel: Local and regional travel within assigned territory, occasional overnight stays
On-Call: Rotating weekend coverage required
As a Field Service Engineer at ASP, you’ll play a critical role in ensuring hospitals and surgical teams have life-saving sterilization equipment that works flawlessly. You’ll be the technical expert on-site, solving complex problems, maintaining critical systems, and directly impacting patient safety and clinical outcomes. This is a hands-on, highly autonomous role with a clear career path, professional development opportunities, and the chance to work with cutting-edge medical technology.
RESPONSIBILITIES:
Partner with sales and clinical education field team to deliver our customers with high value business solutions that drive customer loyalty and sustain ASP’s installed base. Work as a part of a multi-functional work group.
  • Manage all responsibilities of primary territory, including compliance and documentation requirements.
  • Schedule and perform 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 business division.
  • Provide support to customers related to emergency service. Respond to customer requests for emergency service.
  • Determines cause(s), troubleshoots and takes corrective action.
  • Finish the assigned training and documentation within assigned 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
  • Manage customer expectations on a regular basis before & after various interaction to ensure customer satisfaction
  • Successfully complete activities within the Service Management System (Siebel) through daily updates and documentation
  • Responsible for processing 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 satisfaction issues arise.
  • Provide insights/suggestions for design improvement opportunity.
  • Beta site support/installation
  • Additional responsibilities assigned as needed
Physical demands:
  • Able to lift 80 lbs. to a height of four (4) feet
  • Operate company vehicles
  • Sitting/driving for long periods of time
  • Occasional airline travel
  • Excessive standing, bending and stooping.
Work environment:
  • Home office (10%) and hospital/surgery center environments (90%)
  • Adheres to customer protective, safety, and security protocols
  • This position requires on-call responsibilities including weekend call coverage on a rotating basis.
EDUCATION:
Required:
  • High School diploma with 3 years proven experience in customer support/customer relations/technical support or Associates’ Degree with 3 years related work experience
  • Minimum of two (2) years customer service experience
Preferred:
  • Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major
  • Four (4) years work experience in a related field (Medical Device)
  • Experience working in a field service environment 
KEY SKILLS REQUIRED:
  • 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 applying excellent verbal and written communication, time management and teamwork skills
COMPUTER SKILLS:
  • Experience using office based and customized computer programs/applications for territory management and administrative activities.
  • Basic knowledge of office-based computer programs such as Word, Excel and Access, and their application in administrative activities.
  • Knowledge of service management systems
JOB EXPERIENCE:
  • At least three (3) years experience in a Field Service environment preferably in the electronics or medical device industry, OR minimum of three (3) years experience as a Biomedical Engineer in a hospital environment.
  • Knowledge of inventory management practices in order to maintain and account for parts inventory.
  • Basic understanding of business practices, processes and associated costs of managing primary territory.
What We Offer:                                                                                                                               
  • Comprehensive onboarding and ASP certification programs
  • Competitive compensation and benefits
  • Company vehicle and travel support
  • A chance to make a daily impact on patient safety and healthcare quality