National Service Engineer 2

About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company's portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

Job Summary

The National Service Engineer (NSE) San Francisco, CA in is a senior-level field service engineer who is not assigned to a specific territory but is responsible and available to assist on a variety of issues and situations throughout the MOSI portfolio.

The NSE works at the direction of the US Field Service Director to deliver on the Company's and Service Department's goals and objectives.

The NSE also ensures that the field service group is capable and efficient in repairing all of Mizuho OSI's product lines through new hire training and / or continuing field-based training.

The National Service Engineer will use prior experience and any available data to identify areas for improvement in both processes and products.

This role will work closely with Engineering, Manufacturing, and other corporate office-based departments to effect needed changes.

In addition to being a support resource and role model to the FSE team this role will also provide back-up support and coverage to Service Territories in the event of short durations of absence of the Service Territories assigned FSE.

Responsibilities :

• Provide leadership, guidance, and mentorship to the Field Service Engineers through co-traveling, audits, and supporting documentation while ensuring excellent service delivery to the customers.
• Perform classroom training at the corporate office headquarters for new hire FSEs, International Distributors, and BioMeds as needed.
• Provide onsite support for new products during early launch phases.
• Provide feedback for field service manual development on the full Mizuho OSI product line.
• Responsible for First Time Fix Rates for all the Field Service Engineers in a defined region.
• Review repair trend reports with manufacturing engineering and provide results to management on a quarterly basis.
• Assist with eCFF complaints when appropriate for field service investigation and follow-up.
• Develop and manage the knowledge management system for the Mizuho OSI Service Dept.
• Play a key role in new product development by providing serviceability feedback and support on future products.
• Improve External Service productivity through current technology enablement, training, process improvement, and the identification of best practices.
• Provide feedback to management on FSE skill sets, along with root causes and corrective action.
• Provide backup support for service territories that require additional resources due to long-term absence or temporary spikes in workload in a territory.
• To understand Mizuho OSI's business objectives and the relationship between the Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by Mizuho OSI, and to continually enable Mizuho OSI to be a great place to work.
• To Understand, follow and support Mizuho OSI's internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Qualifications & Requirements :

• Experience and education - as outlined below, per job level.
• Ability to read blueprints, schematics, manuals, and other specifications.
• Proficiency in using PowerPoint, Excel, MS Word, SalesForce, SAP CRM and ECC or equivalent top-tier ERP / CRM systems.
• Good verbal and written communication and customer service skills.
• Excellence in managing customer relationships and loyalty.
• Excellent diplomacy and negotiation skills to handle distressed customers and technical and business situations at Mizuho OSI and create successful internal / external relationships.
• Ability to quickly problem-solve and find solutions regarding client contact, logistics, procurement, and product within the framework of business practices.
• Ability to lead by example, follow up, and motivate others.
• Ability to travel 65% of the year both domestically and internationally.
• Ability to lift up to 50 lbs.
• Ability to push / pull up to 150 lbs.
• Ability to work weekends or after regular work hours as needed.
• Must have a minimum of 10 years of Field Service Experience.
• Must be able to work independently.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary : $100,000 - $130,000 + Bonus

Top Reasons To Join The Mizuho OSI Team

• Privately held company with a tradition of market leadership and best-in-class innovation
• Fast-paced entrepreneurial culture focused on dramatically improving patient outcomes through personal empowerment
• Emphasis on continuous improvement and celebration of our values of R.E.S.P.E.C.T. and the Mizuho OSI Way.
• Create innovative solutions designed and manufactured at our HQ in Northern California

The Mizuho OSI Way

In 1978, we set out to change the way patients undergo surgery. As a Mizuho OSI customer, you can expect our commitment to the following...

• We commit to your satisfaction. If you are dissatisfied, we will strive to make it right.
• We do things the right way. We commit to hire people with competence, generosity and a caring attitude.
• We motivate our employees to use their individual strengths to provide creative solutions, changes, and innovations.
• We anticipate your needs through customer experiences, thus nurturing our relationships.

Collectively, this creates an environment that enables and inspires healthcare professionals to improve the lives of patients.

Dare to go further. Care to do more.

EOE STATEMENT

Mizuho OSI is an Equal Opportunity Employer and makes business decisions based on job related criteria only. Company policy prohibits unlawful discrimination based on race, color, religious creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, sexual identity, or any other consideration made unlawful by federal, state or local laws.

BENEFITS

At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO / AA employer. We offer a comprehensive benefits package that includes : medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

FOR OUR SERVICE MEMBERS AND VETERANS

Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses.

If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at ( redacted .

FOR PERSONS WITH DISABILITIES

If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible.

If you need additional assistance, information or answers to your questions, feel free to contact HR at ( redacted .