Customer Service Engineer II - Western US

American Medical Systems (NASDAQ: AMMD) is a global leader in providing world-class medical devices and therapies that help restore Pelvic Health.  Headquarter in Minnetonka, MN; AMS has over 1,200 Employees worldwide, selling medical technologies in more than 50 countries.

 

At AMS, our vision is to: Improve lives through innovative medical solutions. It is only through the Power of Our People that we are able to achieve this vision and provide quality-of-life solutions to so many people worldwide.  Ask AMS employees how to best describe the company and you'll hear "fast," "innovative" and "inspiring."
Due to the company's size and organizational style, we’ll enable you to have visibility and easy access to all levels of management and your efforts will be recognized.  As a globally diverse company, we value the spectrum of skills, experiences and perspectives that characterize our employees and our physician partners. We enjoy a workplace in which employees respect one another and act together.

POSITION DESCRIPTION:
Perform customer support functions involving identification of problems, communicating with customers, coordinating with other AMS employees, and performing repair of equipment in the field. Perform equipment installations, upgrades, and modifications in a timely manner. Communicate with Technical Support to define and solve problems. Communicate with customers concerning service agreements and billable services.
This position is responsible for practicing Quality System Manual procedures and complying with its requirements, and carrying out responsibilities as outlined in safety, health and environmental policies. Quality System Procedures (QSPs) that apply to all positions are noted in the AMS Employee Handbook.

RESPONSIBILITIES:
Specific duties may include but are not limited to the following:
Install and service company products. Perform preventive maintenance calls on assigned equipment. Communicate with customers to identify problems and resolve customer concerns. Provide orientation and training for customers in technical operation and maintenance of equipment. Install modifications to installed systems per Field Change Orders. Install upgrades to installed systems as required. Troubleshoot and repair technical problems. Provide quality workmanship on installed systems in a timely manner, while keeping expenses as low as possible. Accurately and according to department standards document work performed on customer’s equipment, expenses incurred, other data as required by the department and company procedures, and submit this information to appropriate company officials, in a timely manner. According to department standards, return any used defective parts, and perform inventory of service kits as required by the Logistics Department. Work with the Dispatch Department concerning all call scheduling, emergency call assistance, and out-of-area call assistance. Assist Contract Administration representatives in the sale of service agreements and billable service at customers’ sites when possible. Keep apprised of pricing changes. Support corporate Sales and Marketing activities as required. Communicate with the Technical Support Department and assist in determining and solving design problems in the field. Generate billable and service agreement revenue in assigned area. Level of supervision: Normally receives general instructions on routine work and detailed instructions on new assignments. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their supervisor.
QUALIFICATIONS:
EDUCATION AND EXPERIENCE
· AS or BS degree in laser optics or electronics or equivalent with a minimum of 2 years of field service experience with lasers and/or electronic systems troubleshooting

SKILLS AND REQUIREMENTS
· Good communication skills
· Ability to deal effectively with customers and other employees
· Be physically able to lift 60 pounds of assemblies, subassemblies, parts, tools, or any other items deemed necessary to perform assigned duties.
· Must possess a valid drivers’ license.