Field Service Engineer

1 day ago


المملكة العربية السعودية, Saudi Arabia Advanced Sterilization Products Full time

Advanced Sterilization Products’ Field Service Engineer I is responsible for providing 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.

Under remote supervision and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position:
Partners with sales and clinical education field team to deliver customer-focused high value business solutions that drive customer dedication and sustain ASP’s install base. Able to work as a part of a cross-functional work group.

Handles all responsibilities of primary territory, including compliance and documentation requirements.

Performs 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 division.

Provides support and responds to customers related to critical service.

Resolves cause(s), troubleshoots, and performs corrective action as the need arises.

Completes all assigned training and documentation requirements within assigned due 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.

Handles customer expectations on a regular basis before & after various interactions to ensure customer satisfaction.

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

Completes all processing of RMA returns to support individual usage of supporting parts and equipment.

Manage personal “trunk” inventory and complete required audits to support thereof.

Provides mentorship to Customers to include hospital Biomedical engineers along with Field Service Technicians and/or Representatives and assists when customer issues arise.

Provides feedback/suggestions for design improvement opportunity.

Beta site support/installation. Performs other duties assigned as needed.

This position requires on-call responsibilities, including weekend call coverage on a rotating basis.

Minimum 5 years of proven experience in customer support/customer relations/technical support.

Minimum of 2 years customer service experience.

Minimum of 3 years of experience in a Field Service environment preferably in the electronics or medical device industry or minimum of 3 years of experience as a Biomedical Engineer in a hospital environment.

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:
Demonstrate excellence in providing customer service.

Highly motivated to achieve top level customer satisfaction in all accounts.

Fortive 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.



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