Field Service Engineer

Fortive - Ann Arbor, MI

Full-time - Entry Level

Ann Arbor, MI

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

Under remote supervision, the Field Service Engineer I at Advanced Sterilization Products is tasked with delivering exceptional customer service solutions related to the installation and validation of new ASP systems. This role encompasses planned and corrective maintenance of installed ASP systems, enhancing system utilization, and supporting lifecycle management activities within assigned accounts in Toledo, OH / Ann Arbor, MI. The engineer will work closely with the sales and clinical education field teams to provide high-value business solutions that foster customer loyalty and sustain ASP's install base. This position requires a collaborative approach, working as part of a cross-functional team to meet customer needs effectively. The Field Service Engineer I will manage all responsibilities within their primary territory, ensuring compliance with documentation requirements. Key duties include the installation, operation, planned maintenance, repair, and modification of ASP systems. The engineer will perform preventive maintenance and maintain detailed performance and maintenance records on the equipment. Coordination with leadership and customers is essential to schedule all technical and service work required to support the products serviced by Advanced Sterilization Products. In addition to technical responsibilities, the engineer will provide critical service support to customers, troubleshoot issues, and implement corrective actions as necessary. They will complete all assigned training and documentation requirements within specified due dates and may advise on design changes to enhance equipment efficiency and reduce operational costs. The role also involves devising project plans for the installation phase of new equipment and managing customer expectations to ensure satisfaction. The engineer will document all activities within the Service System and manage personal inventory, completing required audits to support operations. This position includes on-call responsibilities, with weekend call coverage on a rotating basis.

Responsibilities

• Partner with sales and clinical education field team to deliver customer-focused high value business solutions that drive customer loyalty and sustain ASP's install base.
• Manage all responsibilities of primary territory, including compliance and documentation requirements.
• Perform the installation, operation, planned maintenance, repair, and modification of ASP systems within assigned territory.
• Perform preventive maintenance and document performance and maintenance records on equipment.
• Work with leadership and customers to schedule all aspects of technical/service work required to support all products supported and serviced by Advanced Sterilization Products.
• Provide support and respond to customers related to critical service.
• Determine cause(s), troubleshoot, and perform corrective action as required.
• Complete all assigned training and documentation requirements within assigned due dates.
• Advise and assist in affecting design changes to improve equipment efficiency, quality and/or reduce cost of operation.
• Devise project plans for the installation-planning phase of new equipment.
• Manage customer expectations on a regular basis before & after various interactions to ensure customer satisfaction.
• Complete all activities within the Service System through daily updates and documentation.
• Complete 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.
• Provide guidance to customers, including hospital Biomedical engineers along with Field Service Technicians and/or Representatives, and assist when customer issues arise.
• Provide feedback/suggestions for design improvement opportunity.
• Support beta site installations and perform other duties as assigned.

Requirements

• Bachelor's Degree or minimum of 3 years of related work experience with Associate Degree.
• Minimum of 5 years of 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.
• 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 utilizing excellent verbal and written communication, time management and teamwork 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 systems.
• Knowledge of inventory management practices to maintain and account for parts inventory.
• Basic understanding of business practices, processes, and associated costs of managing primary territory.
• Knowledge of calibrated tools.

Nice-to-haves

• 4+ years of work experience in a related Medical Device industry.
• Experience working in a field service environment.
• MCP certification or equivalent.
• Microsoft A+ certification or equivalent computer hardware certification.

Benefits

• Bonus eligibility as part of the total compensation package.
• Diversity and inclusion initiatives.
• Equal opportunity employer commitments.