Advanced Sterilization Products

Position Summary

The Engineer has responsibility to deliver quality service that drives high customer satisfaction and loyalty. The person will also be responsible for installation, performing preventative maintenance and performing field service activities.

Duties and Responsibilities

Under limited supervision, general direction, etc. and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position:

• Provide professional technical service to customers in the assigned Territory and make sure customer satisfaction is always maintained at the highest level (>95%).
• Respond to customer field service requests for service, determine cause(s), troubleshoot and takes corrective action.
• Perform Installation, Preventive Maintenance (PM), Corrective maintenance (CM) and technical upgrading of medical equipment within assigned territory. Provide guidance to customers including doctors, nurses and hospital biomedical engineers on proper usage of the system and ensure customer satisfaction.
• To perform all aspects of technical/engineering work required to support all products and technical services to customers.
• Execute the Service Strategy and Business Plan including financial and non-financial objectives. Work with service leadership to create Service Level Agreements, devise and implement preventive maintenance programs.
• Create and report service metrics that gives visibility to quality, timeliness and efficiency of the Service Organization. Maintain performance and service records for equipment. Complete all activities within the Service Management System through daily updates and documentation.
• Manage Spare Parts inventory, processing of RMA returns and manage personal “trunk” inventory and complete required audits to support thereof.
• Fully comply with ASP Service policies and Quality Policies. This includes but is not limited to service reporting, service agreements, pricing, warranty policies, service marketing programs, financial reporting, inventory policies, FSE training and development.
• Ability to travel on short notice within 24hours. Ability to work extended hours (need based) to support internal/external customer needs.
• Performs other duties assigned as needed

Education:

Bachelor degree or diploma or equivalent certification in technical field (i.e. Electrical, Electronics, Biomedical, IT or similar discipline)

Years of Related Experience:

5 to 7 years hands-on experience, preferably with medical equipment.