Job Description
Position Description:
The Field Service Engineer is responsible for building and maintaining relationships with customers across North America while performing installations, repairs, preventative maintenance, and product enhancement activities on complex diagnostic instrumentation and systems. This role ensures exceptional service delivery, customer retention, and technical excellence while meeting performance and revenue objectives.
Responsibilities include:
• Provide on-site customer support for installation, repairs, preventative maintenance, and upgrades of diagnostic instruments and systems.
• Diagnose, analyze, and troubleshoot instrument symptoms to identify root causes and implement corrective actions.
• Deliver outstanding customer service, maintaining professionalism and communication at all times.
• Escalate unresolved technical issues and advise customers on maintenance and troubleshooting procedures.
• Collaborate closely with Sales and Applications teams to share product information and customer insights.
• Promote and support service contract renewals.
• Ensure compliance with all Quality, Regulatory, and Service procedures and documentation requirements.
• Maintain accurate service reports and manage assigned service inventory effectively.
Requirements:
• Associate’s degree in Electronics, Medical Technology, Biomedical Engineering, or related field; equivalent experience considered.
• Minimum of 3 years’ experience servicing medical device equipment.
• Strong organizational and time management skills; able to prioritize and work independently.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Proficient in troubleshooting and process-oriented problem solving.
• Capable of lifting up to 50 lbs.
• Proficient with Microsoft Office 365 and Windows operating systems; knowledge of Lab Information Systems and network connectivity preferred.
• Willingness to participate in on-call rotation and work extended/flexible hours as needed.
Benefits:
• Company vehicle with personal use allowance
• Phone and internet reimbursement
• Comprehensive health care coverage
• 8% 401(k) match (dollar for dollar)
• Company-paid life insurance
• Flexible Spending Account (FSA)
• Tuition reimbursement and more
Travel:
Up to 90% during training period; approximately 50% local and some regional travel thereafter.
Company Description:
A leading global provider of innovative diagnostic solutions specializing in Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. The organization operates in over 100 territories and is committed to advancing healthcare through high-quality products and exceptional customer service.
Join a growing, innovative, family-owned company that values customer commitment, teamwork, and continuous improvement. Be part of a collaborative environment that supports professional development, innovation, and meaningful impact on patient care.
