& Johnson’s Cardiovascular & Specialty Solutions (CSS) Group
within Medical Devices is recruiting for a Field Service Engineer I, for
Advanced Sterilization Products located in the Chicago, IL area. The CSS
Group serves a diverse base of customers in Ear, Nose and Throat (ENT),
Infection Prevention, Electrophysiology (EP), Surgical and Non-Surgical
Aesthetics, Sedation and Reprocessing.
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 <a href="www.aspjj.com/us">www.aspjj.com/us</a>
remote supervision, the 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
- 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
- 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
- Provide support to
customers related to emergency service. Respond to customer requests for
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 interaction 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
- 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.
feedback/suggestions for design improvement opportunity.
- Beta site
- Performs other
duties assigned as needed
- High School
diploma with 5+ years professional work/military 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
- 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.
- Basic knowledge
of office based computer programs such as Word, Excel and Access, and
their application in administrative activities.
- Job duties
require the ability to lift up to 80 lbs. to a height of four feet.
- Valid Drivers
license is required
- Must be willing
and able to travel 50% of the time, as needed, including overnight travel,
locally, regionally and nationally.
- This position
requires on-call responsibilities including weekend call coverage on a
rotating basis. Some overtime is expected.
- Four (4) year degree
in electronics, technology, computer science, electrical engineering or
other related major
- Four (4) years
work experience in a related field (Medical Device)
working in a field service environment
- Knowledge of
inventory management practices in order to maintain and account for parts
- Microsoft A+
certification or equivalent computer hardware certification
certification or equivalent
working with mechanical systems
excellence in providing customer service.
ASP Services, Inc. (6000)Job Function