Field Service Engineer – Allergy Diagnostics

This is a fully remote position, open to applicants in Florida, +14 more locations.

📋 Description

• Conduct preventive maintenance and repairs on MADx instruments and systems at customer locations throughout the US and Canada.

• Identify and resolve hardware, software, and network issues; perform repairs and collaborate with second-level specialists.

• Install new equipment onsite and assist customers with onboarding, which includes installation, performance qualification, verification, validation, and necessary documentation.

• Train laboratory personnel on the correct usage and operation of equipment.

• Offer first-line customer support via phone, email, chat, and ticketing systems.

• Work alongside Sales, Product Management, Marketing, and Customer Support from pre-sales through installation, onboarding, and continuous service.

• Provide field insights to aid in account planning, product launches, and customer communications.

• Record cases and service activities in the CRM in accordance with SLAs.

• Maintain the knowledge base, which includes FAQs, troubleshooting manuals, and templates.

• Ensure that equipment complies with relevant quality standards and FDA/regulatory requirements.

• Recognize recurring issues, recommend usability and feature enhancements, and test new software versions.

• Assist with sales evaluations and demonstrations by providing technical expertise.

• Represent MADx at trade shows and conferences across North America.

⛳️ Requirements

• Reside in New England (preferred), or elsewhere in the Northeast (e.g., NY, NJ, PA, MD, DE), Southeast (e.g., NC, SC, GA, FL, TN, VA), or the Midwest (OH, MI, IN, IL, WI, MN), within reasonable distance to a major airport.

• Hold an associate or bachelor’s degree in electronics, biomedical engineering technology, mechatronics, or a related field, or possess equivalent military or technical training.

• Have over 5 years of practical experience in maintaining and repairing laboratory or clinical diagnostic equipment, preferably within the medical device or laboratory sector.

• Experience in supporting instrument installation, validation, or verification in clinical or laboratory environments is highly advantageous.

• Possess strong technical aptitude and the capability to troubleshoot intricate systems.

• Exhibit excellent communication abilities and a collaborative mindset.

• Willingness to travel frequently, approximately 50%, throughout the US and Canada, including overnight stays.

• Hold a valid driver’s license with a clean driving record.

• Have a valid US passport or the ability to obtain one for travel to Canada.

• Capable of lifting up to 50 lbs and working in laboratory settings.

• Authorization to work in the United States; visa sponsorship is not available.

• Fluency in Spanish or French is a significant advantage.

🏝️ Benefits

• A full-time, remote position.

• Comprehensive benefits package, including medical, dental, vision, and life insurance through Cigna.

• 401(k) plan with up to 2% company match through Fidelity.

• 20 days of paid time off, in addition to paid holidays.

• Mileage reimbursement.

• Provision of all necessary technical equipment.

• Full coverage for travel expenses.

• International team atmosphere.

• A workplace founded on sustainability, equity, diversity, inclusion, and mutual respect.

• Eligibility for bonuses.