Field Service Engineer

Location: Fort Wayne, IN or North Indianapolis, IN Travel: Local and regional travel within assigned territory, occasional overnight stays On-Call: Rotating weekend coverage required As a Field Service Engineer at ASP, you’ll play a critical role in ensuring hospitals and surgical teams have life-saving sterilization equipment that works flawlessly. You’ll be the technical expert on-site, solving complex problems, maintaining critical systems, and directly impacting patient safety and clinical outcomes. This is a hands-on, highly autonomous role with a clear career path, professional development opportunities, and the chance to work with cutting-edge medical technology. RESPONSIBILITIES: 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 Physical demands: * Able to lift 80 lbs. to a height of four (4) feet * Operate company vehicles * Sitting/driving for long periods of time * Occasional airline travel * Excessive standing, bending and stooping. Work environment: * Home office (10%) and hospital/surgery center environments (90%) * Adheres to customer protective, safety, and security protocols * This position requires on-call responsibilities including weekend call coverage on a rotating basis. EDUCATION: Required: * 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 Preferred: * Two (2) year degree in electronics, technology, computer science, electrical engineering or other related major * Four (4) years work experience in a related field (Medical Device) * Experience working in a field service environment KEY SKILLS REQUIRED: * 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,...