Technical Field Service Engineer (FSE)Department:Technical Services, Asia PacificSupervisor:Technical Service Manager / Associate Director, Regional Field ServicesSUMMARY OF THE JOBThe FSE is responsible to manage the customer support system in the installation, service and repair of all products supported by Company. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires and complaints.Job requirements are mentioned below1. Technical repair, installations and maintenance of sterilizer products.2. Responsible for the IB assigned and support regional requirements as and when required.3. Warehouse visit on inspection and demo unit readiness whenever needed.4. Ability to travel with short notice.5. Being a team player and need to effectively support sales and service team members.6. Ensuring 100% customer satisfaction on the job executions (Customer centric approach)7. Judicious in spare part ordering through strong technical expertise.8. Proper maintenance of documentation and on time updating of all relevant data in the SFDC and to the call center team.ESSENTIAL DUTIES AND RESPONSIBILITIESUnder limited supervision and in accordance with all applicable federal, state and local laws/regulations and Company's procedures and guidelines, the responsibilities of this position are:Schedule and perform the installation, operation, repair and modification of equipment within assigned territory.Manage region and schedule to facilitate all aspects of technical/ engineering work required to support all products serviced by the Company's technical department.Responds to customer requests for emergency service.Determines cause(s), troubleshoots and takes corrective action.Provides guidance to customers to include Doctors, Nurses and hospital biomedical engineers and assists when customer satisfaction issues arise.Work closely with commercial team to support them in all technical matters and issues related to the company productsImplement preventative maintenance programs and maintains performance and service records for equipment.Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.Communicate business related issues or opportunities to next level ManagementFollow Company guidelines related to Health, Safety and Environmental PracticesComply with all Federal, State, local and Company regulations, policies, and proceduresPerforms other duties assigned as neededREQUIRED EDUCATION/TRAINING and/or EXPERIENCE:Bachelor Degree / Associate degree / diploma in EngineeringPreferred in:o Electrical Engineering / Electronics Engineering or similaro Computer Science2-5 years field service experience preferredBasic computer knowledge to include: Word, Excel and PowerpointREQUIRED KNOWLEDGE, SKILLS, ABILITIES and CERTIFICATIONS/LICENSES:Standard test equipment to include:o Digital Volt Meter (DVM).Effective verbal and written communication skillsKnowledge of service management systems.Organizational skills.ADDITIONAL POSITION REQUIREMENTSOffice/FieldAbility to travel on short notice within IndiaFrequent air travel.Ability to work weekends and off hours as needed to support customer and business needsHeavy lifting of equipment and excessive standing, lifting and bending will be required.Respect and apply safety rules and procedures at all timesUse personal protective equipment (PPE) and safety devices as required.Completes required trainings for supported products and processes.Acts as customer advocate to represent customer needs internally.
