Senior Field Service Engineer
4 days ago
Mizuho OSI is a leading provider of specialty surgery and patient positioning solutions. Our portfolio includes innovative surgical tables and patient care products designed to improve patient outcomes in spine and orthopedic surgeries.
Job SummaryThe Senior National Service Engineer will be a senior-level field service engineer responsible for delivering exceptional service and support to customers across the Mizuho OSI portfolio. This role will work closely with the US Field Service Director to drive business objectives and ensure the field service group is equipped to handle all product lines.
Key Responsibilities- Provide leadership and guidance to Field Service Engineers through co-traveling, audits, and documentation to ensure excellent service delivery.
- Develop and deliver training programs for new hire FSEs, International Distributors, and BioMeds.
- Provide on-site support for new product launches and offer feedback on field service manual development.
- Monitor and improve First Time Fix Rates for Field Service Engineers in a defined region.
- Collaborate with manufacturing engineering to review repair trend reports and provide quarterly results to management.
- Assist with eCFF complaints and develop the knowledge management system for the Mizuho OSI Service Department.
- Contribute to new product development by providing serviceability feedback and support.
- Enhance External Service productivity through technology enablement, training, process improvement, and best practice identification.
- Provide backup support for service territories experiencing temporary spikes in workload or long-term absence.
- Understand and support Mizuho OSI's business objectives, corporate vision, and quality system policies.
- Minimum 10 years of Field Service Experience.
- Ability to read blueprints, schematics, manuals, and specifications.
- Proficiency in using PowerPoint, Excel, MS Word, SalesForce, SAP CRM, and ECC or equivalent top-tier ERP/CRM systems.
- Excellent verbal and written communication, customer service, and diplomacy skills.
- Ability to problem-solve, lead by example, and motivate others.
- Ability to travel 65% of the year, both domestically and internationally.
- Ability to lift up to 50 lbs and push/pull up to 150 lbs.
- Ability to work weekends or after regular work hours as needed.
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