Field Service Engineer (Field Base Woburn, MA)

Field Service Engineer

Be part of something bigger!

This position is for Field Service. Visiting various customers each day and carrying tools and test equipment.

The Field Service Engineer is responsible for providing on-site support to Waters customers that includes, but is not limited to: installation and service of diagnostic instrumentation, after-hours phone support, holiday and weekend on-site support, marketing, exhibitions, and clinical trials support.

Within the role of an FSE, daily travel to and from multiple customers sites is required. Complex troubleshooting and repairing systems containing but not limited to, Lasers/optical pathways, fluidic systems, pneumatic systems, electronic systems, and PC's to resolve issues while onsite is required.

Overall responsibilities:

• Install, repair, maintain, and service instrumentation with minimal supervision while adhering to documented procedures, ISO standards, and GMP requirements. Maintain accurate inventory of car stock, test equipment, tools, and technical resources to ensure readiness for service calls.
• Provide outstanding service by communicating arrival times, work duration, and contact information. Deliver comprehensive summaries of completed work including issues identified, root causes, solutions implemented, and qualification testing performed. Obtain customer sign-off before leaving job sites.
• Promptly escalate customer concerns or instrument-related issues to District Technical Specialists and Service Managers when additional support is required, ensuring timely resolution of complex problems.
• Maintain high standards of personal appearance, ethical behavior, and professionalism in all customer interactions. Demonstrate good judgment and uphold company values while representing the organization in the field.
• Operate within established expense guidelines for travel and living expenses. Responsibly manage company assets including vehicles (according to Corporate fleet policy), credit cards, travel advances, spare parts, test equipment, electronic devices, and all other company property.

Minimum Requirements:

• High School diploma required with a minimum of 3 years' experience troubleshooting systems, instruments, or components. Must possess a valid Driver's License and be able to travel at least 50% of the time, including safely driving distances up to 8+ hours in various weather conditions.
• Must be able to safely lift, push, and pull objects weighing up to 50 lbs from floor to chest level. The position requires carrying a pack weighing up to 30 lbs for up to 1 hour and the ability to safely climb portable ladders and step stools.
• Proficiency in safely operating various test equipment including DVMs, power meters, oscilloscopes, microscopes, pressure gauges, and vacuum gauges. Must be able to safely work around lasers, optics, fluidics, electronics, high voltage equipment, and biohazards.
• Demonstrated ability to safely operate both powered tools (drills, powered screwdrivers) and manual tools (sockets, wrenches, screwdrivers, Allen wrenches, ratchets) repeatedly throughout an 8-10 hour workday, including performing fine motor tasks.
• Ability to safely sit, kneel, squat, bend, and stand repeatedly for up to 8-10 hour durations while servicing equipment. Must be able to wear safety glasses, goggles, gloves, respirator, bunny suit, and related PPE for extended periods, and complete required fit tests, spirometry, and medical evaluations.

Preferred Requirements:

• Associates or Bachelor's degree in Electronics, Engineering, or related technical/biological discipline, complemented by technical military training which provides valuable hands-on troubleshooting experience.
• Prior Field Service Engineer experience, particularly with troubleshooting medical device instruments. Flow Cytometry experience is considered a significant advantage.
• Previous experience in customer-facing roles, demonstrating strong communication abilities and professional client interaction capabilities.
• Experience with tools and test equipment such as digital volt meters and oscilloscopes, along with proficiency in MS Office applications (Word, Excel).
• Familiarity with recent Mac and PC operating systems, enabling effective technical support across different platforms.

At Waters, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at Waters, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or…