Under remote supervision, Advanced Sterilization Products’ Field Service Engineer is responsible for providing advanced customer service solutions related to installation and validation of new ASP systems, planned and corrective maintenance of installed ASP systems, improving system utilization of installed systems, and supporting lifecycle management activities in assigned accounts for all products distributed or supported by Advanced Sterilization Products, Inc.
KEY JOB RESPONSIBILITIES:
+ + Performs advanced troubleshooting, repair and modification of equipment within assigned territory.
+ Serves as the primary escalation point of support issues for service delivery, adhering to the escalation process as defined.
+ Provide feedback related to training needs and deliverables.
+ Acts as service liaison when working with various departments and organizations within ASP.
+ Partner with sales and clinical education field team to deliver customer-focused high value business solutions that drive customer loyalty and sustain ASP’s installed base. Work as a part of a cross-functional work group.
+ Manage all responsibilities of primary territory, including compliance and documentation requirements.
+ 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.
EDUCATION / DEGREE REQUIRED:
+ High School diploma with 2+ years experience in customer support/customer relations/technical support or Associate Degree related work experience
+ Bilingual, fluent in French & English language(s) verbal & written
+ Four (4) year degree in electronics, technology, computer science, electrical engineering or other related major
+ Four (4) years work experience in MDRD or related field, Medical Device industry in Canada
+ Experience working in a field service environment
+ Microsoft A+ certification or equivalent computer hardware certification
+ MCP certification or equivalent
+ PHYSICAL DEMANDS:
+ Able to lift 80 lbs. to a height of four (4) feet
+ Operate company vehicles
+ Sitting/driving for long periods of time
+ Frequent 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.
+ TRAVEL REQUIREMENTS:
+ Frequent air travel - 50% of the time
+ Must be willing and able to travel overnight locally, regionally and nationally as needed
Fortive (http://www.fortive.com/) is a global family of more than 20 industry-leading industrial growth and technology companies, united by a shared purpose: to make the world stronger, safer, and more effective by providing essential technology for the people who accelerate progress. Here, you get the excitement of a “startup” with the stability and predictability of an organization strongly grounded in its roots and with a proven track record of growth. There’s no limit to what you can learn, or the impact you can make: for you, for us, for growth.
Come join our team at Advanced Sterilization Products (ASP) and be part of a global leader in infection prevention solutions for the healthcare industry. With advanced products, technologies, and workflows for medical sterilization and disinfection, ASP is dedicated to defending the lives of patients, families, healthcare workers, providers, and communities. Add your talent to our extraordinary team and help us in our mission to make healthcare safer for everyone. ASP is based in Irvine, California with core sites in Everett, Washington and Schaffhausen, Switzerland plus many more offices around the world.