Field Service Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborates with the sales and clinical education field team to provide customer-centric, high-value business solutions that enhance customer loyalty and maintain ASP's installed base. Capable of functioning within a cross-functional team.

• Oversees all duties related to the primary territory, including compliance and documentation obligations.

• Executes the installation, operation, routine maintenance, repair, and modification of ASP systems within the designated territory.

• Conducts preventive maintenance and keeps detailed performance and maintenance records for equipment.

• Coordinates with leadership, customers, and scheduling personnel to arrange all aspects of technical/service work necessary for supporting all products handled by Advanced Sterilization Products' technical service division.

• Offers assistance and responds to customer inquiries regarding critical service needs.

• Identifies causes, troubleshoots issues, and implements corrective actions as necessary.

• Fulfills all assigned training and documentation obligations by specified deadlines.

• May provide advice and support for design modifications aimed at enhancing equipment efficiency, quality, and/or reducing operational costs.

• Develops project plans for the installation-planning phase of new equipment.

• Regularly manages customer expectations before and after various interactions to ensure satisfaction.

• Completes all tasks within the Service System through daily updates and documentation.

• Processes all RMA returns to facilitate individual usage of supporting parts and equipment.

• Manages personal “trunk” inventory and conducts necessary audits to support it.

• Offers guidance to customers, including hospital Biomedical engineers, as well as Field Service Technicians and/or Representatives, and assists when customer issues arise.

• Provides feedback and suggestions for potential design improvements.

• Supports beta site installations. Performs additional duties as assigned.

⛳️ Requirements

• At least 3 years of relevant work experience with an Associate Degree.

• A minimum of 5 years of experience in customer support, customer relations, or technical support.

• At least 2 years of experience in customer service.

• Minimum of 3 years of experience in a Field Service environment, ideally within the electronics or medical device sectors, or 3 years as a Biomedical Engineer in a hospital setting.

• Demonstrates excellence in delivering customer service.

• Highly driven to attain top customer satisfaction across all accounts.

• Capable of thriving in a matrix/team environment, utilizing outstanding verbal and written communication, time management, and teamwork skills.

• Proficient in using office-based and customized computer programs/applications for managing territory and administrative tasks.

• Basic knowledge of office-based computer software such as Word, Excel, and Access, and their application in administrative functions.

• Familiarity with service systems.

• Understanding of inventory management practices to maintain and account for parts inventory.

• Basic comprehension of business practices, processes, and the associated costs related to managing the primary territory.

• Knowledge of calibrated tools.

• Ability to lift 80 pounds to a height of four (4) feet; operate company vehicles; endure prolonged periods of sitting/driving; and engage in excessive standing, bending, and stooping.

• Willingness to travel frequently, approximately 50% of the time.

🏝️ Benefits

• On-call responsibilities, including weekend call coverage on a rotating basis.