Fortive

Field Service Engineer

Fortive

full-time

Posted on:

Location Type: Office

Location: Columbus • Ohio • United States

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About the role

  • Partner with sales and clinical education field team to deliver our customers with high value business solutions that drive customer loyalty and sustain ASP’s installed base. Work as a part of a multi-functional work group.
  • Manage all responsibilities of primary territory, including compliance and documentation requirements.
  • Schedule and perform 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 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.
  • Finish the assigned training and documentation within assigned 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
  • Manage customer expectations on a regular basis before & after various interaction to ensure customer satisfaction
  • Successfully complete activities within the Service Management System (Siebel) through daily updates and documentation
  • Responsible for processing RMA returns to support individual usage of supporting parts and equipment
  • Manage personal “trunk” inventory and complete required audits to support thereof
  • Provides guidance to Customers to include hospital Biomedical engineers along with Field Service Technicians and/or Representatives and assists when customer satisfaction issues arise.
  • Provide insights/suggestions for design improvement opportunity.
  • Beta site support/installation
  • Additional responsibilities assigned as needed

Requirements

  • High School diploma with 3 years proven experience in customer support/customer relations/technical support or Associates’ Degree with 3 years related work experience
  • Minimum of two (2) years customer service experience
  • Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major (Preferred)
  • Four (4) years work experience in a related field (Medical Device) (Preferred)
  • Experience working in a field service 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 applying 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 management systems
  • At least three (3) years experience in a Field Service environment preferably in the electronics or medical device industry, OR minimum of three (3) years experience as a Biomedical Engineer in a hospital environment.
  • Knowledge of inventory management practices in order to maintain and account for parts inventory.
  • Basic understanding of business practices, processes and associated costs of managing primary territory.
Benefits
  • Comprehensive onboarding and ASP certification programs
  • Competitive compensation and benefits
  • Company vehicle and travel support
  • A chance to make a daily impact on patient safety and healthcare quality

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttechnical supportpreventive maintenancetroubleshootinginstallationrepairdocumentationinventory managementdesign improvementfield service
Soft skills
customer servicecommunicationtime managementteamworkcustomer satisfactionmotivationguidanceproblem-solvingcollaborationadaptability
Certifications
High School diplomaAssociates DegreeBiomedical Engineer certification