Field Service Engineer

Jobtailor; Akron (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor in Akron, OH seeks a Field Service Technician to manage a primary territory, install and service ASP systems, and ensure compliance and documentation. You will coordinate with sales, clinical education teams, hospital Biomedical Engineers, and field staff to schedule work, perform preventive maintenance, and respond to urgent service requests.

The role emphasizes troubleshooting, design improvement suggestions, and accurate reporting in Siebel, with travel and weekend on-call as

Qualifications

• High School diploma with 3 years proven experience in customer support, customer relations or technical support.
• Minimum of two years customer service experience.
• At least three years in a Field Service environment, preferably in electronics or medical devices, or three years as Biomedical Engineer in a hospital.
• Knowledge of inventory management practices.
• Basic understanding of business practices and costs of managing a territory.
• Experience using office-based and customized computer programs.
• Basic knowledge of Word, Excel and Access.
• Knowledge of service management systems (Siebel).
• Ability to lift 80 lbs to a height of four feet.
• Ability to operate company vehicles.
• Ability to work in a matrix/team environment.
• Rotating weekend on-call coverage.
• Local and regional travel with occasional overnight stays.
• Adherence to safety protocols.
• Preferred: Two-year degree in electronics, technology, CS or related major.
• Preferred: Four years' work experience in Medical Device field.
• Preferred: Experience working in a field service environment.

Responsibilities

• Partner with sales and clinical education field teams to deliver high-value business solutions
• Manage all responsibilities of the primary territory, including compliance and documentation
• Schedule and perform installation, operation, planned maintenance, repair, and modification of ASP systems
• Perform preventive maintenance and document equipment performance and maintenance records
• Coordinate technical and service work with leadership, customers, and scheduling personnel
• Respond to customer requests for emergency service
• Determine causes, troubleshoot issues, and take corrective action
• Complete assigned training and documentation by required dates
• Advise and assist with design changes to improve efficiency, quality, or operating costs
• Develop project plans for new equipment installation planning
• Manage customer expectations before and after interactions
• Complete Service Management System (Siebel) activities through daily updates and documentation
• Process RMA returns and manage personal trunk inventory and required audits
• Provide guidance to customers, hospital Biomedical Engineers, Field Service Technicians, and Representatives
• Support beta-site installations
• Provide design improvement suggestions and perform additional assigned responsibilities

Skills

Field Service Experience

Customer Service Experience

Service Management Systems

Inventory Management Practices

Biomedical Engineering Knowledge

Education

Associate's Degree

Two-year degree in electronics/related major

Tools

Siebel Service Management System

Microsoft Word

Microsoft Excel

Microsoft Access

Customized Computer Programs

Job description

• Partner with sales and clinical education field teams to deliver high-value business solutions


• Manage all responsibilities of the primary territory, including compliance and documentation


• Schedule and perform installation, operation, planned maintenance, repair, and modification of ASP systems


• Perform preventive maintenance and document equipment performance and maintenance records


• Coordinate technical and service work with leadership, customers, and scheduling personnel


• Respond to customer requests for emergency service


• Determine causes, troubleshoot issues, and take corrective action


• Complete assigned training and documentation by required dates


• Advise and assist with design changes to improve efficiency, quality, or operating costs


• Develop project plans for new equipment installation planning


• Manage customer expectations before and after interactions


• Complete Service Management System (Siebel) activities through daily updates and documentation


• Process RMA returns and manage personal trunk inventory and required audits


• Provide guidance to customers, hospital Biomedical Engineers, Field Service Technicians, and Representatives


• Support beta-site installations


• Provide design improvement suggestions and perform additional assigned responsibilities

Requirements

• 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


• 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


• Basic understanding of business practices, processes and associated costs of managing a primary territory


• Experience using office-based and customized computer programs/applications


• Basic knowledge of Word, Excel and Access


• Knowledge of service management systems


• Ability to lift 80 lbs. to a height of four (4) feet


• Ability to operate company vehicles


• Ability to perform successfully in a matrix/team environment


• Rotating weekend on-call coverage required


• Local and regional travel within assigned territory, with occasional overnight stays


• Adherence to customer protective, safety, and security protocols


• Preferred: Two-year degree in electronics, technology, computer science, electrical engineering or related major


• Preferred: Four years' work experience in a related field (Medical Device)


• Preferred: Experience working in a field service environment

Core Competencies

Demonstrates expertise in customer support and technical service within the medical device industry, with a strong focus on compliance, documentation, and equipment maintenance. Capable of managing customer expectations and coordinating effectively with cross-functional teams.

Highest-signal resume keywords

• Field Service Experience


• Customer Service Experience


• Service Management Systems


• Inventory Management Practices


• Biomedical Engineering Knowledge

Hard Skills

• Technical Support


• Preventive Maintenance


• Troubleshooting


• Project Planning


• Documentation Management


• Equipment Installation


• Design Improvement


• Emergency Service Response


• Matrix Team Collaboration


• Ability to Lift 80 lbs

Soft Skills

• Customer Relationship Management


• Communication Skills


• Problem-Solving


• Teamwork


• Adaptability

Industry Keywords

• Medical Device Industry


• Field Service Environment


• Compliance Protocols


• Safety Protocols


• Technical Documentation

Tools & Technologies

• Service Management System (Siebel)


• Microsoft Word


• Microsoft Excel


• Microsoft Access


• Customized Computer Programs