Field Service Engineer II

14 hours ago

Boston MA United States BioTalent Ltd Full time
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.
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.
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