Jobs and Careers

Field Service Engineer I (Boston, MA)

United StatesRemotefull_timeVerifiedPosted 15 Nov 2023

About the role

Working Location: Massachusetts, Boston

Workplace Flexibility: Field

Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.

Our Purpose is to make people’s lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View

We deliver on our purpose and our core values by staying True to Life.

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 system
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 Representatives
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:

Associates Degree in electronics, computer science or related technical discipline is required. Bachelor’s degree preferred or equivalent Military technical training.
Minimum three years as a Field Service Engineer, or equivalent experience.
Experience in field service, project management and or sales support.
Valid Driver’s License required.
Ability to travel within assigned territory, on a daily basis, with occasional overnight stays.
Ability to work flexible hours as required, including occasional nights and weekends.

Preferred:

Working knowledge of networking, hospital information systems, and DICOM or PACS systems is desirable
CompTIA Net+ or CompTIA A+ or other similar industry recognized certification is preferred
Experience working with and troubleshooting video display and video routing systems is desirable
Experience working with and troubleshooting electromechanical / microprocessor-based products
Must be a self-starter, able to travel on short notice and work independently with minimal supervision
Must be capable of multi-tasking, setting priorities and scheduling work activities
Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments
Basic understanding of computer systems, video, audio and control system concepts
Experienced user of Microsoft Office tools, including Excel, Word and Power Point.
Strong customer service skills.
Solid working knowledge of electronics, personal computer hardware and software. Proven ability to work under pressure.
Ability to articulate technical and user needs in a concise manner easily understood by all. Ability to work with field personnel, management, and customers.
Demonstrated decision-making ability towards solving problems, and effectively communicate these solutions to co-workers and customers