Field Service Engineer II

Responsibilities

• 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 escalate issues as appropriate.
• 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.
• Maintain daily communication with customers and partners to ensure resolution of issues and proper follow‑up.
• Assist with depot‑level repairs as needed at the San Francisco Cytovale facility.
• Author field service reports, installation documents, technical bulletins and other documentation as required.
• Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
• Responsible for service parts inventory and safe keeping and use of service parts and tools.
• You will be maintaining an in vitro medical device and will be required to stay in compliance at all times, meeting Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPAA, OSHA and FDA.

• Bachelor’s degree, Engineering, Electrical Engineering, Technology, Science or equivalent military experience or Associates Degree with 5 or more years’ experience in servicing Diagnostic Imaging equipment or a High School Diploma/GED and 10 or more 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.
• Proven strong problem‑solving skills, and the ability to creatively solve challenges.
• Working knowledge and understanding of optics, electronics, and mechanical principles is required, as well as the ability to troubleshoot electronic, optical and mechanical 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.