Job Information
STERIS CORPORATION Field Service Engineer in Mentor, Ohio
Field Service Engineer Req ID: 47651 Job Category: Engineering Location: Mentor, OH, US, 44060 Workplace Type: Onsite At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. The Field Engineering position is an Engineer with product, clinical, and technical expertise and demonstrated proficiency in assigned essential job functions and areas of product focus. Primary responsibilities include: serviceability and reliability reviews, service documentation development, high-level troubleshooting/technical support on a focused product line, NPD support and initial product training to technical support personnel and service trainers. Responds to verbal and written technical support requests utilizing Technical Support Department phone, computer, and hardware systems. Resolves internal and external customer technical support issues on all STERIS brand Healthcare and Life Science products. Completes all necessary steps to ensure correct information is provided and technical issue is resolved. Follows appropriate complaint handling procedures and initiates corrective action when required. What You'll Do as a Field Service Engineer: Provides technical and part identification support to STERIS internal and external customers on all brands and models of STERIS products, past and present. Includes sales, service and operational support. Professionally responds to incoming call and e-mail volume to coincide with department statistics and standards to meet customer call demand requirements. Troubleshoots STERIS products and documents critical failures on corporation quality reporting system, initiates corrective action, and escalates issue to appropriate engineering associate. Acts as an escalation point for resolution of complex technical issues. Provides technical and product support to other STERIS Engineers, technical support personnel, field service associates, sales associates and customers. Provide initial product training to Technical Support, Service Trainers, and Field Technicians. Coordinate the transition of training responsibilities to the Training Department and the transition of product support responsibility to the Technical Support group. Independently conducting design reviews for serviceability and reliability, generating service plans for products and processes, developing service documentation and procedures, defining service parts, outlining service training and tracking equipment performance. Initiates service bulletin process and/or writes draft to inform service force of product changes, parts substitutions, and maintenance modifications. Participates in regular product and computer skills update training to maintain and enhance technical support skills. Maintains product knowledge efficiencies on current and non-current STERIS Healthcare and Life Science products. Maintains technical support reference material. Assists with review and recommends to appropriate engineering associate's changes to maintenance manuals, engineering drawings, and other service support reference guides/documentation. Provides on-call, after hour's technical support to internal and external customers when required. Participates in qualification and serviceability review of new and old STERIS Healthcare and Life Science products. Escalates reported technical, quality, and safety related product complaints to appropriate engineering and management associates for corrective action. Provides periodic product specific and technical skill training to department associates as required. Communicate with customers and technicians in a classroom environmen