Field Service Specialist ll (Vancouver, BC)

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. 

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, 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 field service engineers as necessary 
• 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

Job Qualifications

Required:

• Associates Degree in electronics, computer science or related technical discipline is required. Bachelor’s degree preferred or equivalent Military technical training.
• Minimum three 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.
• Experience working with and troubleshooting electromechanical / microprocessor-based products
• Must always hold a valid U.S. Driver’s License that is not revoked or suspended in any state, province or other jurisdiction.
• Ability to travel overnight (>60%)
• Ability to work flexible hours as required including weekends
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Preferred:

• CompTIA Net+ or CompTIA A+ or other similar industry recognized certification is 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
• 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