Field Service Engineer

Job Summary

The Field Service Engineer (FSE) is primarily responsible for technical support, repairing and servicing Mizuho products in the field throughout the United States. The Field Service Engineer provides highly visible customer support through the performance of independent onsite service and repair of complex equipment and systems, including installation, troubleshooting, repair, and preventive maintenance. Responsible for the inspection and operational quality and safety of Mizuho OSI products. May instruct customers in the operation and maintenance of the system. Serves as company liaison with customers on administrative and technical matters for assigned projects.

Responsibilities

• Troubleshoot, service, and repair all products that Mizuho OSI distributes to customer sites within an assigned territory.
• Conduct preventive maintenance as required.
• Support and promote company programs, contract sales, and initiatives as directed.
• Create and deliver accurate quotes based on company guidelines and procedures.
• Complete all required service documentation for regulatory requirements through company established systems and procedures.
• Operate systems to demonstrate equipment and to analyze malfunctions.
• Consult with R&D and/or Manufacturing Engineering personnel to resolve unusual problems in system operation and maintenance.
• Maintain and update the CRM system as needed.
• Complete all paperwork in a timely manner, including expense reports and training documentation.
• Interact across teams including Customer Service Operations, Technical Service, Account Managers, and management to meet account performance objectives and customers' expectations.
• Maintain and control inventory as assigned for repair purposes, including replenishing trunk stock and tracking parts used.
• Train and instruct customers on the proper use of the products or other members of the department and company.
• Analyze problems and formulate plans to overcome challenges and get work done quickly with a high degree of quality.
• Understand, follow and support Mizuho OSI's internal Quality System policies, procedures and work instructions including applicable external regulations (21 CFR Part 820 and applicable International Standards).

Qualifications & Requirements

• Requires 4-6 years of related experience and High School diploma or equivalent.
• Ability to interpret blueprints, schematics, manuals, and other technical references.
• Proficiency using established service reporting computer systems interfacing with CRM systems.
• Ability to use basic email, word processing, and troubleshooting computer programs.
• Able to provide a valid driver's license and qualify for company's auto insurance policy.
• Ability to travel extensively about 50% and cover travel expenses and submit reimbursements in accordance with company policy.
• Ability to lift up to 50 lbs and push/pull up to 150 lbs.
• Must live in the designated territory of responsibility.
• Ability to work nights or weekends when requested.
• Able to participate in required training and successfully certify on all product training.
• Excellent verbal and written communication skills, strong presentation, project and organizational skills.
• Excellent customer focus with a high sense of urgency.
• Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously.
• Strong analytical skills and attention to detail.
• Ability to establish and accomplish goals independently and function as a positive and productive team member.

Work Environment

Routine and frequent travel requires driving and sitting in a car for long periods of time. Air travel is also required on occasion. Walking or standing within the hospital and/or Operating Room areas is routinely required. Bending, kneeling and stretching may also be required for the operation of capital equipment and for attending surgeries. Job duties are performed in a hospital Operating Room requiring adherence to the hospital's gowning and sterility protocols.