Field Service Engineer II

Field Service Engineer II

You will seek to ensure that all customers have an ideal experience with our products and services. You will be responsible for installation, maintenance, troubleshooting, and repair of Cytovale Systems. In addition, you will aim to establish positive business relationships both with Cytovale customers and peers while also performing necessary administrative and other duties.

• 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 elevate issues as appropriate.
• Customer-first mentality: Address customer feedback promptly and elevate 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: Maintain an in vitro medical device and stay in compliance at all times.
• Meeting regulatory requirements: Meet Health and Human Services, Environmental Health and Safety, and all other applicable regulatory requirements, including, but not limited to, HIPAA, OSHA, and FDA.
• Other duties: May perform other duties as assigned by manager or supervisor.

• Bachelor’s degree in Engineering, Electrical Engineering, Technology, Science or equivalent military experience, or Associate’s Degree with 5+ years’ experience in servicing Diagnostic Imaging equipment, or a High School Diploma/GED with 10+ years’ experience servicing Diagnostic Imaging equipment.
• 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; thrives in a fast-paced start-up environment with a flexible mentality and adaptability to take on new responsibilities.
• 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, and the ability to troubleshoot assemblies down to component level.
• Experience in a customer-centric service and 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. Provide phone support, remote troubleshooting, and 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.

Location:

Milwaukee, WI / Chicago, IL or surrounding areas