Engineer, Field Service III

Job Description

The Field Service Engineer (FSE) services and maintains all product lines for Olympus America medical products. Under minimal supervision, the FSE will service and provide expert level technical support to assigned equipment. They may be assigned a mentoring role to work closely with a Level I or II Field Service Engineer to ensure effective training and development of that employee.

Job Duties

• Establish and maintain a high level of customer satisfaction with assigned products, support, and service
• Respond to customer inquiries, maintain a good customer service reputation by complying with all regulatory requirements and all aspects of company quality system
• Train customers on the basic operation and use of assigned products
• Provide feedback concerning product questions, workflow issues, performance anomalies encountered in the field, and make recommendations for service improvements
• Perform new equipment installations, preventative maintenance, upgrades, post installation testing, troubleshooting and all other aspects of technical support for all assigned products.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner
• Open communication with territory Sales Representatives
• Provide support at conventions, trade shows and customer trial
• Assist in the planning of Endoscopy/Surgical room video and audio cabling and other special projects as directed
• Prepare train and mentor level 1 or 2 field service engineers as necessary

• Perform supplier development and installation of support systems for Olympus devices to ensure they meet the highest quality standards and comply with all necessary manufacturer requirements.

• Possess and maintain an expert level of knowledge and skills required to produce the highest levels of customer service support. Employee will be required to possess a subject matter expert level of technical understanding, operation and concept with endoscopy equipment, core products and ancillary products. Satisfactorily displays the competencies of the essential duties and responsibilities for the FSE Levels I and II as described in the job descriptions
• Motivate and maintain individual and team momentum by supporting up line management in day-to-day operations of specific team members, teams or assigned functions

• Establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities
• Performs other duties as assigned.

Job Qualifications

Required:

• Associate degree in electronics, computer science or related technical discipline is required or four plus years of equivalent experience (medical devices preferred) and or Military Technical experience.
• Minimum five to seven years as a Field Service Engineer, or equivalent experience.
• Experience in field service, project management and or sales support.
• Proficient in technical issue management.
• Demonstrated project management experience with video, computer and or electronic product installations.
• Must be a self-starter, able to travel on short notice and work independently with minimal supervision.
• Must be capable of multi-tasking, setting priorities and scheduling work activities.
• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
• Basic understanding of computer systems, video, audio, and control system concepts.
• Ability to travel overnight (>40%).
• Ability to work flexible hours as required including weekends.
• High degree of personal organization.
• Experience working with and troubleshooting electromechanical / microprocessor-based products.
• Experienced user of Microsoft Office tools, including Excel, Word, and Power Point.
• Strong customer service skills.
• Solid working knowledge of electronics, personal computer hardware and software.
• Proven ability to work under pressure.
• Ability to articulate technical and user needs in a concise manner easily understood by all.
• Ability to work with field personnel, management, and customers.
• Demonstrated decision-making ability towards solving problems, and effectively communicate these solutions to co‑workers and customers.
• Must always hold a valid U.S. Driver’s License that is not revoked or suspended in any state, province, or other jurisdiction.
• Excellent communication skills both written, verbal, and presentation.
• Cooperate and participate as an effective team member in creating a positive working environment.

Preferred:

• Working knowledge of networking, hospital information systems, and DICOM or PACS systems is desirable.
• Experience working with and troubleshooting video display and video routing systems is desirable.
• CompTIA Net+ or CompTIA A+ or other similar industry recognized certification is preferred.