Field Service Engineer – Laboratory Diagnostics

This is a fully remote position, open to applicants in Connecticut, +19 more states.

📋 Description

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

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

• Install new equipment and assist customers during the onboarding process.

• Provide support to laboratories with installation, performance qualification, verification, validation activities, and necessary documentation.

• Educate laboratory personnel on the correct use and operation of equipment.

• Act as the initial point of contact for customers and partners via phone, email, chat, and ticketing systems.

• Work in conjunction with Sales, Product Management, Marketing, and Customer Support throughout the customer lifecycle.

• Provide field insights for account planning, product launches, and customer communication.

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

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

• Oversee ordering, replacement, and inventory management of spare parts.

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

• Recognize recurring issues and propose usability and feature enhancements.

• Test new software updates.

• Assist sales efforts with technical expertise during evaluations and demonstrations.

• Represent the company at trade shows and conferences across North America.

⛳️ Requirements

• Reside in New England (preferred) or other locations in the Northeast, Southeast, or Midwest, within reasonable proximity to a major airport.

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

• Have a proven 5 years of hands-on experience in maintaining and repairing laboratory or clinical diagnostic equipment.

• Experience in the medical device or laboratory industry is preferred.

• Experience in supporting instrument installation, validation, or verification in clinical or laboratory environments is a significant advantage.

• Possess strong technical skills and the ability to quickly understand and troubleshoot complex systems.

• Be self-motivated, solutions-oriented, and demonstrate a high level of initiative.

• Exhibit excellent communication skills and a collaborative approach.

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

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

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

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

• Proficiency in Spanish or French is a strong advantage.

🏝️ Benefits

• A full-time position offering genuine ownership and significant responsibility from the outset.

• An international team environment.

• A culture that genuinely welcomes questions, ideas, and constructive feedback.

• A workplace committed to sustainability, equity, diversity, inclusion, and mutual respect.

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

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

• 20 days of paid time off plus paid holidays.

• Mileage reimbursement.

• Technical equipment provided to successfully perform your job.

• Full reimbursement for travel expenses.

• Eligibility for bonuses.