Field Service Engineer I

Role Overview

• The Field Service Engineer (FSE) services and maintains all product lines for Olympus America medical products.
• Under supervision of Manager and Senior FSE Trainer, the FSE will service and provide expert level technical support to assigned equipment.
• 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 trials.
• 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.

Requirements

• 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 one to three years as a Field Service Engineer, or equivalent experience
• Experience working with and troubleshooting electromechanical / microprocessor-based products
• 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
• High degree of personal organization
• 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
• Excellent communication skills both written, verbal, and presentation
• Cooperate and participate as an effective team member in creating a positive working environment
• 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 (>40%)
• Ability to work flexible hours as required including weekends

Benefits

• Competitive salaries, annual bonus
• Comprehensive medical benefits and pension plan
• Generous Paid Vacation and Sick Time
• Paid Parental Leave and Adoption Assistance
• Work-life integrated culture that supports an employee centric mindset
• Offers onsite, hybrid and field work environments
• Paid volunteering and charitable donation/match programs
• Employee Resource Groups
• Dedicated Training Resources and Learning & Development Programs
• Paid Educational Assistance