Field Service Engineer

About the Company

We improve the safety of patients, clinics, their staff and the environment by transforming the way infection prevention practices are understood and conducted, and introducing innovative technologies that deliver improved standards of care. Nanosonics is an Australian infection prevention company that specializes in the development of innovative solutions for the automated reprocessing of reusable medical devices. Founded in 2001, Nanosonics listed on the Australian Securities Exchange (ASX) in 2007. Today, Nanosonics has a global presence with offices across Australia, Canada, the United States of America, Europe, the United Kingdom and Japan. Global HQ is located in Macquarie Park, Sydney, where all Research & Development, Manufacturing and Corporate functions reside. The US Corporate HQ is located in Indianapolis, IN.

About the Role

Perform on-site preventive maintenance & repair service on medical devices as assigned. Update complaint handling documentation & records as necessary. Follow-up with faulty devices requiring service due to various reasons. Repair & testing of medical devices. Return, recertification, & reissuing of medical devices for evaluation, maintaining logistic control & tracking. Provide level I, II, & III troubleshooting & customer support as needed. Update Device History Records in document control system when required. Maintain inventory status of devices & parts in MRP/ERP system(s). Serve as contact point within Nanosonics Inc. regarding technical related issues. Aid in service call activity processing to ensure Nanosonics Quality Management System requirements are met in service/repair process.

Responsibilities

• Consult customers regarding support of the Company’s products, providing efficient service to ensure the timely delivery of products/information and maintain general after-sales technical support.
• Respond to customer inquiries covering technical, logistical, and general support.
• Provide feedback on customers and product issues to Nanosonics.
• Assist customers in appropriate use of products and investigate client problems.
• Maintain customer database as required by FDA QSR requirements.
• Educate & train other technical service providers on product service requirements, processes, & techniques.
• Follow-up on outstanding issues to assure customer satisfaction.
• Assist with Biomed Training & Support program.
• Train and assist newer Field Engineers.
• Ability to travel extensively both in and out of assigned geographic territory, 2 weeks per month overnight travel required
• Use of personal vehicle to transport tools and equipment needed for customer site visits (tracking and reimbursement through MOTUS FAVR program).
• Other duties as assigned.

Qualifications

SKILLS, KNOWLEDGE AND EXPERIENCE: Consult customers regarding support of the Company’s products, providing efficient service to ensure the timely delivery of products/information and maintain general after-sales technical support. Respond to customer inquiries covering technical, logistical, and general support. Provide feedback on customers and product issues to Nanosonics. Assist customers in appropriate use of products and investigate client problems. Maintain customer database as required by FDA QSR requirements. Educate & train other technical service providers on product service requirements, processes, & techniques. Follow-up on outstanding issues to assure customer satisfaction. Assist with Biomed Training & Support program. Train and assist newer Field Engineers. Ability to travel extensively both in and out of assigned geographic territory. Use of personal vehicle to transport tools and equipment needed for customer site visits (tracking and reimbursement through MOTUS FAVR program). Other duties as assigned.

Required Skills

• Strong technical background.
• Strong Customer Service orientation.
• Excellent communication skills.
• Aptitude for technical training and/or experience is preferable.
• Exposure to regulatory requirements preferred.
• Sound communication and customer service skills.
• Flexibility and adaptability to work within a progressive environment.
• High attention to detail and strong organizational skills.
• Willingness to take ownership and control of this role to drive positive outcomes.
• Demonstrated ability to be a self-starter and to use initiative without being asked.

Pay range and compensation package

Annual salary $87,500 to $95,000 USD with comprehensive medical, dental, vision, STD, LTD, Life insurance, 401k and EAP

Nanosonics is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and respected. We welcome applicants of all backgrounds and strive to ensure equal opportunities in recruitment, development, and advancement. We uphold the principle of equal pay for equal work and actively work to eliminate any unexplainable pay gaps. If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.