Field Service Engineer

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

📋 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 install base. Capable of functioning as part of a cross-functional workgroup.

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

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

• Conducts preventive maintenance and keeps accurate records of performance and maintenance activities on equipment.

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

• Offers support and addresses customer inquiries related to critical service issues.

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

• Completes all assigned training and documentation tasks by the specified deadlines.

• May provide advice and assistance in implementing design changes to enhance equipment efficiency, quality, and/or reduce 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.

• Updates and documents all activities within the Service System on a daily basis.

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

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

• Guides customers, including hospital Biomedical engineers and Field Service Technicians/Representatives, and assists when customer issues arise.

• Provides feedback and suggestions for design improvement opportunities.

• Supports and installs beta sites. Performs additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of relevant work experience with an Associate Degree.

• At least 5 years of experience in customer support, customer relations, or technical support.

• A minimum of 2 years of customer service experience.

• At least 3 years of experience in a Field Service environment, preferably in the electronics or medical device industry, or a minimum of 3 years as a Biomedical Engineer in a hospital setting.

• Demonstrates excellence in delivering customer service.

• Highly driven to achieve maximum customer satisfaction across all accounts.

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

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

• Basic knowledge of office-based 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 of managing the primary territory.

• Knowledge of calibrated tools.

• Capable of lifting 80 pounds to a height of four (4) feet; able to operate company vehicles; comfortable with prolonged sitting/driving; and enduring excessive standing, bending, and stooping.

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

🏝️ Benefits

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