Field Service Engineer (OH, United States)

Location: Akron, OH and surrounding area

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, time management and teamwork skills

COMPUTER SKILLS:

• Experience using office based and customized computer programs/applications for territory management and administrative activities.
• Basic knowledge of office-based computer programs such as Word, Excel and Access, and their application in administrative activities.
• Knowledge of service management systems

JOB EXPERIENCE:

• At least three (3) years experience in a Field Service environment preferably in the electronics or medical device industry, OR minimum of three (3) years experience as a Biomedical Engineer in a hospital environment.
• Knowledge of inventory management practices in order to maintain and account for parts inventory.
• Basic understanding of business practices, processes and associated costs of managing primary territory.

What We Offer:

• Comprehensive onboarding and ASP certification programs
• Competitive compensation and benefits
• Company vehicle and travel support

• A chance to make a daily impact on patient safety and healthcare quality

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.

Pay Range
The salary range for this position (in local currency) is $51,300 - $85,700

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Advanced Sterilization Products

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Pay Range
The salary range for this position (in local currency) is 51,300.00 - 85,700.00