Field Service Engineer, Ventilation

About the role

The Field Service Engineer is primarily responsible for supporting NKA ventilator systems by providing troubleshooting, preventive maintenance, repair, software updates, and other service activities. The position supports the success of NKA customer relationships by identifying, evaluating, resolving, or appropriately escalating customer technical needs. The individual serves as a customer advocate and liaison between customers and the NKA organization. In addition to ventilator support, the role provides support for patient monitoring and other NKA medical device systems, including connectivity-related support when applicable. The role partners closely with hospital clinical, biomedical, and technical teams to ensure safe, reliable, and effective operation of NKA solutions.

Responsibilities

• Assume responsibility for servicing, maintaining, and troubleshooting ventilator, patient monitoring, and related medical device systems.
• Provide on-site and remote technical support, including troubleshooting, repair, installation support, customer training, and technical guidance.
• Perform on-site diagnostic troubleshooting for hardware, software, pneumatic, electrical, mechanical, and connectivity issues.
• Perform preventive maintenance inspections and scheduled service activities in accordance with manufacturer specifications and company procedures.
• Provide installation, post-installation, preventive maintenance, and corrective maintenance support.
• Perform setup, calibration verification, operational testing, and validation activities to ensure equipment performance and regulatory compliance.
• Track and resolve service tickets promptly and effectively while ensuring optimal customer service.
• Provide timely and effective communication to customers regarding service expectations, estimated arrival times, service status updates, and follow-up activities.
• Work closely with Biomed, Respiratory Therapy, Nursing, IT, and clinical teams at customer locations.
• Support integration, connectivity, and interoperability of NKA medical device systems within customer environments when applicable.
• Demonstrate a basic understanding of hospital network infrastructure and troubleshoot device connectivity issues, including wired and wireless network communications, escalating advanced networking issues when appropriate.
• Utilize troubleshooting techniques and analytical thinking skills to diagnose hardware, software, networking, pneumatic, mechanical, and system performance issues; determine corrective actions and resolve service tickets.
• Escalate complex technical issues appropriately while collaborating with Technical Support, Product Specialists, Engineering, Quality, and other internal teams to achieve timely resolution.
• Assist with compiling device information, service history, and inventory management documentation.
• Obtain and convey information as needed; document all problems, including root cause, corrective action, and resolution information.
• Accurately document service activities, equipment status, corrective actions, and maintenance records in accordance with company, regulatory, and quality system requirements.
• Work with NKA internal teams to ensure successful coordination and delivery of product support.
• Maintain and enhance technical skills related to ventilator technology, respiratory care applications, patient monitoring systems, hospital networking fundamentals, and emerging medical device technologies.
• Promote goodwill and a positive image of the Company.
• Demonstrate good judgment in the utilization of company credit cards while adhering to established business guidelines.
• Complete administrative requirements within expected timeframes.
• Maintain a professional appearance and conduct at all times.
• Adhere to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Requirements

• Associate's degree in Biomedical Engineering, Electrical Engineering, Mechanical Engineering, Respiratory Therapy, Information Technology, or a related technical discipline; Bachelor's degree preferred, relevant education and experience accepted in lieu of a degree.
• 4+ years of experience servicing, maintaining, troubleshooting, repairing, or supporting ventilators or respiratory therapy equipment.
• CompTIA Network+, CBET, BMET, military technical training, respiratory therapy certifications, or equivalent technical certifications preferred.
• Experience diagnosing and resolving hardware, software, electrical, mechanical, pneumatic, and system-performance issues.
• Experience providing customer-facing technical support in healthcare, biomedical, respiratory therapy, or medical device environments.
• Basic knowledge of hospital networking and wired and wireless device connectivity preferred.
• Knowledge of hospital clinical environments and customer-support practices preferred.

Skills

• Technical Troubleshooting and Problem Solving
• Customer Focus
• Technical Communication
• Clinical Environment Acumen
• Healthcare Technology Connectivity
• Ability to communicate verbally and in writing, and to receive and understand verbal and written instructions in English
• Able to work effectively both independently and in a collaborative team environment

Pay

The anticipated range for this position is $80,000 to $105,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience, and location.

Schedule

The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday–Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at the Company’s discretion.

Working Conditions

• Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 45 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision.
• Travel: Approximately 75%
• Location: Must reside within assigned region of Baltimore, MD and Philadelphia, PA
• Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including for COVID-19), and related personal medical information, and to comply with other criteria as needed to be able to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.