Field Service Engineer I

Working Location: North Carolina, Charlotte; North Carolina, Asheville; North Carolina, Greensboro 

Workplace Flexibility: Field

 

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

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Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

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Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

 

Job Description

The Field Service Engineer (FSE) services and maintains all product lines for Olympus America medical products. Under supervision of Manager and Senior FSE Trainer, the FSE will service and provide expert level technical support to assigned equipment.

 

Job Duties

• Establish and maintain a high level of customer satisfaction with assigned products, support and service.
• Respond to customer inquiries, maintain a good customer service reputation by complying with all regulatory requirements and all aspects of company quality systems.
• Train customers on the basic operation and use of assigned products.
• Provide feedback concerning product questions, workflow issues, performance anomalies encountered in the field, and make recommendations for service improvements.
• Perform new equipment installations, upgrades, post installation testing, troubleshooting and all other aspects of technical support for all assigned products.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner. 
• Open communication with territory Sales Representative
• Provide support at conventions, trade shows and customer trials.
• Establishes, develops, or maintains field contact with key customers, clinicians and researchers, and other decision makers in assigned accounts including travel to customer facilities and onsite support. Employees must adhere to all customer vendor credentialing requirements when visiting medical facilities. 

Job Qualifications

Required:

• Associate degree in electronics, computer science, or related technical discipline, or minimum of four years of equivalent experience (including military technical experience).
• Minimum one to three years as a Field Service Engineer or equivalent experience.
• Have a valid driver’s license.
• Basic understanding of computer systems, video, audio, and control system concepts, along with solid working knowledge of electronics, personal computer hardware, and software.
• Experience working with and troubleshooting electromechanical/microprocessor-based products.
• Experience with Microsoft Office applications.
• Proven ability to work under pressure, articulate technical and user needs clearly, and make effective decisions while communicating solutions.
• Strong customer service skills with the ability to work effectively with field personnel, management, and customers.
• Self-starter who works independently with minimal supervision, highly organized, capable of multi-tasking, setting priorities, and scheduling work activities, with excellent communication and presentation skills, and a strong ability to foster teamwork.
• Ability to travel (>60%), including overnight and short-notice travel.
• Ability to work flexible hours as required, including weekends.

 

Preferred:

• Bachelor’s degree.
• Experience with medical devices.
• CompTIA Net+, CompTIA A+, or other similar industry-recognized certifications.
• Working knowledge of networking, hospital information systems, and DICOM or PACS systems.
• Experience working with and troubleshooting video display and video routing systems.

Why join Olympus?

 

We offer a holistic employee experience supporting personal and professional well-being through mean