Field Service Engineer II
- 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.
- 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.
- Provide Field support for installations, preventative maintenance, repairs, and hardware/software upgrades in the assigned region.
- Travel up to 70% of the time for short-term and long-term trips that may involve weekend stays with less than 24 hours’ notice.
- On-call rotation responsibilities for the technical support hotline during nights, holidays, and weekends. To provide phone support and remote troubleshooting as well as dispatch for on-site service needs when warranted.
- Willing to stay current on all vaccinations to comply with vendor credentialing policies.
- Must maintain a valid driver’s license and good driving record.
- Must be able to lift 50 lbs.
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