Field Service Engineer II

Primary Role & Responsibilities

• Hands-on service and support for internal and external customers: Be the customer-facing technical subject matter expert. Execute on-site activities such as: installations and preventative maintenance, repairs, field hardware/ software upgrades, and qualification procedures to ensure proper operation of instrument systems.
• Document activities/changes and escalate issues as appropriate.
• Customer-first mentality: Address customer feedback promptly and escalate issues to quickly identify the path of action to resolution. Provide on-demand first and second level technical support to customers including rotations of after-hours phone support, holiday and weekend on-site support as required.
• Communication: Maintain daily communication with customers and partners to ensure resolution of issues and proper follow-up.
• Depot Repairs: Assist with depot-level repairs as needed at the San Francisco Cytovale facility.
• Documentation: Author field service reports, installation documents, technical bulletins and other documentation as required.
• Voice of the customer: Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
• Management of company assets: Responsible for service parts inventory and safe keeping and use of service parts and tools
• Compliance with company’s quality assurance program: You will be maintaining an in vitro medical device and will be required to stay in compliance at all times.
• Meeting requirements: Meeting Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPPA, OSHA and FDA.
• Other duties: May perform other duties as assigned by manager or supervisor.

Qualifications

• Bachelor’s degree, Engineering, Electrical Engineering, Technology, Science or equivalent military experience or Associates Degree with 5 or more years’ experience in servicing Diagnostic Imaging equipment or a High School Diploma/GED and 10 or more years’ experience servicing Diagnostic Imaging equipment.
• Demonstrated superior expertise in supporting and servicing highly complex instrumentation.
• 5+ years customer or field support experience within the medical device field.
• Demonstrated commitment to quality and strong sense of teamwork. One who thrives in a fast-paced start-up environment with a flexible mentality and adaptability to take on new and additional responsibilities as needed.
• Proven strong problem-solving skills, and the ability to creatively solve challenges.
• Attention to detail.
• Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.
• Working knowledge and understanding of optics, electronics, and mechanical principles is required, as well as the ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
• Experience in a customer centric service & support department, preferably with prior experience with benchtop instruments and/or laboratory automation.

Compliance

• Maintain a valid driver’s license and good driving record.
• Must be able to lift 50 lbs.

Location

Milwaukee, WI / Chicago, IL or surrounding areas