Field Service Technician - Boston, MA

Job Description

This position is an individual contributor role responsible for field service duties within the assigned service territory.

• Identifies, analyzes, and executes required service orders including repairs, planned maintenance, and installations in the assigned service territory.
• Understands company service contracts and ensures maintenance and services are performed according to those plans if in place.
• Follows all relevant technical procedures per QSR requirements.
• Provides consistent on‑going support to key customers through technical phone support, product installation, and service support to customers in the field.
• Provides product feedback on any issues or trends observed in the field and assists in developing solutions.
• Reports any observed deviations from established product quality standards and specifications to appropriate in‑house team members.
• Reports any delays in providing scheduled service to the Supervisor, Field Service for escalation.
• Ensures all necessary paperwork, emails, vendor credentialing, expense reports, and training are accurate and up to date; likewise, ensures tools, supplies, parts, etc. are well maintained and fully stocked.
• Reports all complaints discovered in the field according to quality system requirements.
• Attends product‑specific training when required.
• Promotes acquisition of service agreements by advising customers on the range of services available.

This position has no direct supervisory responsibilities.

This position operates in a professional healthcare environment and routinely uses office and technical equipment typical of similar positions.

Prolonged periods of sitting at a desk and standing to service equipment are routinely required. The required ability to lift up to 30 pounds at times is also expected.

Full‑time position. Core hours are Monday through Friday, 8:30 a.m. to 5 p.m.; work outside those hours, including some weekends, may be required.

Extensive travel in conjunction with field service demands, trade shows, courses, and key customer accounts. Some international travel may be included. The rate of travel is up to 75%.

• A technical degree or higher level of education in electronics or a related field.
• Minimum 5+ years of technical experience with increasing responsibility; experience must be in the medical device or related healthcare industry (e.g., hospital biomedical engineering).
• Considerable experience with field service work.

• Demonstrated verbal and written communication skills, along with excellent facilitation skills.
• Strong analytical skills and the ability to communicate complex information effectively; strong interpersonal skills are needed to facilitate problem resolution.
• Licensed driver in good standing with a satisfactory driving record.
• Excellent time‑management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks and delegate them when appropriate.
• Ability to work independently with minimal direction.
• Excellent computer skills; strong preference for proficiency with Microsoft Office products and service‑related or inventory control software.

• Problem Solving/Analysis.
• Results Driven.
• Detail Orientation.
• Customer Focus.
• Technical Capacity.
• Communication Proficiency.

None required for this position.

Employees must be legally authorized to work in the United States. Employees must not be specifically barred from working with federal contracts, government entities, or otherwise listed on the excluded parties list maintained by the federal government.

Erbe employees and applicants for employment are protected by federal laws, Presidential Executive Orders, and state and local laws designed to protect employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non‑merit‑based factors.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

Not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice.

This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment‑at‑will rights at any time.