Field Service Engineer

Description

Field Service Engineer/Service Technician (Remote-Boston,MA.)

Position Summary

Under remote supervision, 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.

Duties And Responsibilities

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 loyalty and sustain ASP’s install base. Able to work as a

part of a cross-functional work group.

• Manages 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.
• Determines cause(s), troubleshoots, and performs corrective action as required.
• 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.
• Manages 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 guidance 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.

Qualifications

Education:

High School or Equivalent

Associate’s Degree

Bachelor’s Degree

Master’s Degree

PhD Degree

Other: Minimum of 3 years of related work experience with Associate Degree.

Years Of Related Experience

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.

Knowledge, Skills, Abilities, Certifications/Licenses, And Affiliations

(Include any required computer skills, regulatory knowledge, certifications, licenses, languages, cognitive and behavioral abilities etc.)

Skill Sets

• 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.

Computer 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.

Job Experience

• 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.

Preferred Knowledge, Skills, And Abilities

• 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.

External Interactions

• Home office (10%) and hospital/surgery center environments (90%).
• Must be able to travel overnight locally, regionally, and nationally as needed

Physical Requirements

The physical demands identified are representative of the physical requirements necessary for an employee to

successfully perform the essential functions of this job. Reasonable accommodation can be made to enable

people with disabilities to perform the described essential functions of this job. While performing the

responsibilities of this job, the employee may be required to talk and hear.

While performing the responsibilities of this job, the employee is required to talk and hear. The employee is often

required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand,

walk, reach with arms and hands, climb or balance, and to stoop and kneel. Vision abilities required by this job

include close vision.

Able to lift 80 pounds to a height of four (4) feet; operate company vehicles; sitting/driving for long periods of time;

excessive standing, bending, and stooping; frequent air travel 50% of the time.

Work Environment

Travel on the Job: Up to 50% Domestic

Scheduled Work Hours

On Call (Call in for Work)

Approximate Position Requirements

Standing: Up to 50%

Kneeling: 10-20%

Sitting: Up to 30%

Walking: 10-20%

Additional Work Environment Requirements

Visit customer sites. Work requires significant local travel and may require occasional overnight travel and

weekend and/or evening work.

Environmental, Health and Safety

All managers and employees shall proactively support ASP’s Environmental, Health and Safety (EHS) Policy by

providing the necessary resources and giving equal emphasis with other functions such as production and

quality. It is the duty of every manager and employee to:

Ensure implementation of safety and environmental procedures, guidelines, and standards.

Evaluate employee compliance and enforce established safety and environmental procedures and rules.

Create a safe work area environment, recognize safe activities, and reward good safety performance.

Provide Training To Employees When

• Hired
• Transferred
• New substances, processes, procedures, or equipment are introduced to the workplace and represent a

new hazard

Measure safety performance and hold persons accountable for activities and results.

Ensure that incidents are investigated to determine root cause, and that corrective actions are taken.

Ensure employees wear required protective equipment.

Ensure EHS inspections are conducted monthly and corrective actions are implemented.

Occupational Hazards

Ergonomic Risk: Moderate

Reproductive Health Risk: No Concern

☒ Machine Operation

☒ Electrical Hazards

☒ Hazardous Chemicals/Fumes

☒ Bloodborne Pathogen

☒ Biohazards (BBP and parts of LAH)

Powered Industrial Vehicles (PIV) Operation

☒Company Vehicle

Lifting Requirement

Heavy using assistance (50+ lbs)

☒ Ground to knees

☒ Ground to Waist

☒ Ground to Shoulders

☒ Waist to Shoulders

Repetitive Hand Motions

☒ Twisting Motion

☒ Computer Entry

☒ Simple Grasp

☒ Fine Manipulation

Compliance

All employees have a duty to comply with applicable laws, regulations, standards, ASP policies and procedures.

This job description is intended to convey information essential to understanding the scope of this position and it

is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated

with the position. Employees are required to follow any other job-related instructions and perform job-related

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Advanced Sterilization Products

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 51,300.00 - 85,700.00

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

This position is also eligible for bonus as part of the total compensation package.

The salary range for this position (in local currency) is 51,300.00 - 85,700.00