Field Service Engineer I Job

Job description

Field Service Engineer I-7570151120DescriptionAdvanced Sterilization Products (ASP), division of Ethicon, Inc., a member of the Johnson & Johnson's Family of Companies, is recruiting for a Field Service Engineer I to be located in Manchester, NH.Advanced Sterilization Products (ASP), division of Ethicon, Inc., a Johnson & Johnson company, truly makes a difference by Protecting Lives against Infection®. ASP has been innovating since 1987 to help healthcare facilities protect patients with best-in-class infection prevention solutions. Learn more at Advanced Sterilization Products at www.aspjj.com/usASP is based in Irvine, California with offices around the world. For more information, please visit www.aspjj.com or follow us at www.
Twitter.com/aspjjUnder remote supervision, Advanced Sterilization Products’ Field Service Engineer I is responsible for providing customer service solutions related to installation and validation of new ASP systems, planned and corrective maintenance of installed ASP systems, improving system utilization of installed systems, and supporting lifecycle management activities in assigned accounts for all products distributed or supported by Advanced Sterilization Products, Inc. Partner with sales and clinical education field team to deliver customer-focused high value business solutions that drive customer loyalty and sustain ASP’s installed base. Work as a part of a cross-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. Complete all assigned training and documentation requirements within assigned due 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 interactions to ensure customer satisfaction. Complete all activities within the Service Management System (Siebel) through daily updates and documentation. Complete all processing of 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 feedback/suggestions for design improvement opportunity. Beta site support/installation
- Performs other duties assigned as needed. Ability to 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 utilizing excellent verbal and written communication, time management and teamwork 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. Minimum of 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. Knowledge of Standard test equipment to include: Oscilloscope and Digital Volt Meter (DVM).QualificationsThe following experiences are required: Associates degree, and/or technical trade school (certification) with a minimum of four (4) years of work experience; Minimum of two (2) years of experience in a Field Service environment, Minimum of two (2) years of customer service experience; Experience working with a field based organization; Time management skills, with ability to effectively prioritize activities and flexibility to change course as necessary to react to changing business/market conditions or business goals. Must be very self-motivated to achievement of own job goals and insure that own goals and goals of direct reports directly represent ASP objectives; Ability to develop and execute multiple priorities and approaches to meet objectives; Experience working in a field service environmentThe following experiences are preferred: Bachelor’s Degree; Business, electronics, technology computer science, electrical engineering or other related major; Master’s Degree/MBA; Medical Devices or Pharmaceuticals experience; Microsoft A+ certification or equivalent computer hardware certification.
All employees have a duty to care for their safety and for the safety of others whom may be affected by their acts or omissions at work and the environment. Therefore it is the duty of every employee to Respect and apply safety rules and procedures at all times; Use personal protective equipment and safety devices as required; Promote industrial hygiene and safety matters; Report incidents and damages to management whether injuries are involved or not; Participate in incident investigation; Report hazards to management; Ensure a high standard of housekeeping in the work area; Be a safety role-model to all employees; Make suggestions to improve safety at the workplace; Actively participate in department EHS committee; Engage in environmental awareness and participation towards ASP’s environmental goals and programs.
All employees have a duty to comply with applicable laws, regulations, standards, J&J policies and ASP policies and procedures. Examples of required areas of compliance include but are not limited to Quality Systems (including Product Complaints, Corrective and Preventive Actions (CAPA), Internal Audits, Good Manufacturing Procedures (GMP), and Good Documentation Practices (GDP); Sarbanes-Oxley (SOX); Health Care Compliance (HCC); Government Contract Compliance (GCC); Environmental Regulations; Records Management; and Johnson & Johnson Business Conduct and Employee Policies.
This description is representative of the knowledge, skill and ability necessary to carry out the requirements of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties of the job.
This role is located in Manchester, NH and can require up to 25% travel. Must be willing and able to travel overnight locally, regionally and nationally, if needed.
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J2W:LI NAPrimary Location:North America-United States-New Hampshire-ManchesterOrganization: ASP Services, Inc. (6000)Job Function: SellingCertain sites within the Johnson & Johnson Family of Companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Johnson and Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law. EEO is the Law EEO is the Law GINA Supplement