The Role:
The Field Service Engineer II will be responsible for the service maintenance and repair needs of the customer’s equipment, within clinical and laboratory spaces. 


Responsibilities: 

• Onsite and remote troubleshooting, installation, maintenance, and repairs on Advanced Instruments equipment.
• Complete and manage Pharmaceutical IQOQ/yearly OQ and Clinical Validations.
• Perform Preventative Maintenance and field modifications within specified timeframes.
• Order and manage car stock inventory.
• Troubleshoot mechanical, electrical, and application-level issues.
• Schedule installations, PMs, repairs, and other field events.
• Occasionally provide phone and triage technical support (approximately once every two months).
• Maintain service records and provide timely service reports.
• Train junior field engineers in the field.
• Communicate daily with customers to ensure issue resolution and proper follow-up.
• Use escalation processes to resolve customer service delivery issues.
• Maintain and calibrate tools and test equipment as needed.
• Identify opportunities for new service contracts, renewals, and system sales, collaborating with the Sales team.
• Work independently within a team structure to manage a territory efficiently and provide high-quality service.
• Lift and carry a toolbox weighing up to 50 lbs.
• Adhere to regulatory requirements, including HIPAA, OSHA, and FDA.
• Provide field training for other Field Service Engineers.

Experience:

• At least three years of work experience in the medical device industry.
• Experience working with internal teams and external customers as part of a solution-based service process.
• Proven ability to diagnose and repair mechanical, electromechanical, and electronic equipment.
• Strong troubleshooting skills and the ability to address customer concerns effectively.
• Reliable and accountable for all aspects of job responsibilities.
• Proficiency with MS Word, Excel, Outlook, Salesforce, and Teams.
• Excellent analytical, interpersonal, and communication skills, with the ability to explain complex technical issues clearly.
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• Resourcefulness and ability to work independently while learning on the go.
• Strong time management and adaptability to changing circumstances.
• Decision-making, problem resolution, and creative thinking skills.
• Attention to detail and ability to manage multiple tasks with shifting priorities.
• Ethical and trustworthy behavior.

Education Requirements:

• Bachelor’s degree in Biomedical Engineering, Electrical Engineering, Electrical Engineering Technology, or equivalent military experience.
• Alternatively, an Associate’s Degree in Biomedical Equipment Technology with 3+ years of experience servicing medical equipment.
• High School Diploma/GED with 3+ years of experience servicing medical equipment may also be considered.

Physical Requirements and Working Conditions:

• Valid driver’s license with a good driving record.
• Ability to rent a car when needed.
• Passport and ability to travel to Canada and Europe.
• Availability for travel on short notice, including overnight stays.

Responsibilities:

• Onsite and remote troubleshooting, installation, maintenance, and repairs on Advanced Instruments equipment.
• Complete and manage Pharmaceutical IQOQ/yearly OQ and Clinical Validations.
• Perform Preventative Maintenance and field modifications within specified timeframes.
• Order and manage car stock inventory.
• Troubleshoot mechanical, electrical, and application-level issues.
• Schedule installations, PMs, repairs, and other field events.
• Occasionally provide phone and triage technical support (approximately once every two months).
• Maintain service records and provide timely service reports.
• Train junior field engineers in the field.
• Communicate daily with customers to ensure issue resolution and proper follow-up.
• Use escalation processes to resolve customer service delivery issues.
• Maintain and calibrate tools and test equipment as needed.
• Identify opportunities for new service contracts, renewals, and system sales, collaborating with the Sales team.
• Work independently within a team structure to manage a territory efficiently and provide high-quality service.
• Lift and carry a toolbox weighing up to 50 lbs.
• Adhere to regulatory requirements, including HIPAA, OSHA, and FDA.
• Provide field training for other Field Service Engineers.

Experience:

• 2+ years of work experience in the medical device space
• Experience working with internal teams and external customers as part of a solution-based service process.
• Proven ability to diagnose and repair mechanical, electromechanical, and electronic equipment.
• Strong troubleshooting skills and the ability to address customer concerns effectively.
• Reliable and accountable for all aspects of job responsibilities.
• Proficiency with MS Word, Excel, Outlook, Salesforce, and Teams.
• Excellent analytical, interpersonal, and communication skills, with the ability to explain complex technical issues clearly.
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• Resourcefulness and ability to work independently while learning on the go.
• Strong time management and adaptability to changing circumstances.
• Decision-making, problem resolution, and creative thinking skills.
• Attention to detail and ability to manage multiple tasks with shifting priorities.
• Ethical and trustworthy behavior.

Education Requirements:

• BS in Engineering Discipline. 
• High School Diploma/GED with 5+ years of experience servicing medical equipment may also be considered.

Physical Requirements and Working Conditions:

• Valid driver’s license with a good driving record & get a rental car. 
• Passport and ability to travel to Canada and Europe.