Field Service Engineer II

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Provide hands-on service and support for both internal and external customers, acting as the technical subject matter expert.

• Carry out on-site tasks such as installations, preventative maintenance, repairs, field hardware/software upgrades, and qualification processes to ensure the proper functioning of instrument systems.

• Keep records of activities and changes, escalating issues as necessary.

• Respond to customer feedback promptly and escalate issues to quickly determine the appropriate course of action for resolution.

• Offer first and second-level technical support to customers on-demand, including after-hours phone support and holiday or weekend on-site assistance when required.

• Maintain regular communication with customers and partners to ensure issues are resolved and proper follow-up is conducted.

• Assist with depot-level repairs at the San Francisco Cytovale facility as needed.

• Prepare field service reports, installation documents, technical bulletins, and other necessary documentation.

• Provide comprehensive feedback to R&D regarding performance, serviceability, and customer insights.

• Oversee the inventory of service parts, ensuring their safe keeping and appropriate use.

• Adhere to the company’s quality assurance program requirements.

⛳️ Requirements

• Bachelor’s degree in Engineering, Electrical Engineering, Technology, Science, or equivalent military experience; or an Associate's Degree with 5 or more years of experience in servicing Diagnostic Imaging equipment; or a High School Diploma/GED with 10 or more years of experience in servicing Diagnostic Imaging equipment.

• Proven superior expertise in supporting and servicing highly complex instrumentation.

• Over 5 years of customer or field support experience in the medical device sector.

• A demonstrated commitment to quality and a strong sense of teamwork.

• Ability to thrive in a fast-paced start-up environment, demonstrating flexibility and adaptability to take on new responsibilities as required.

• Strong problem-solving skills with a proven ability to creatively address challenges.

• A keen attention to detail.

• Exceptional customer service skills, a positive demeanor, and the ability to communicate clearly and tactfully with others.

• A working knowledge and understanding of optics, electronics, and mechanical principles is essential, along with the ability to troubleshoot electronic, optical, and mechanical assemblies down to the component level.

• Experience in a customer-centric service and support department, preferably with prior experience in benchtop instruments and/or laboratory automation.

🏝️ Benefits

• Customer-first mentality

• Flexible work environment