Field Services Engineer - 232920

The candidate will provide a high level of technical support to MSB internal labs while working under minimal supervision. The focus will be to provide in-house technical service support on new instruments as well as diagnosing and repairing existing instruments installed. The position will also require the

ability to train users of the user’s maintenance procedure and on basic functionality of the systems, as well as the ability to provide support from a remote location. The position will also include duties related to phone customer

support and cross-functional team

Essential Functions

- Provide on-site installation, validation and commissioning of instruments

- Provide high level tech support to final users at their location

- Perform troubleshooting service and repairs following appropriate troubleshooting procedures to

identify and repair faults quickly and accurately. Deal with complex/escalated issues, proactively

and in a timely fashion.

- Ensure that all preventative maintenance visits are completed according to the annual PM

planning released from the company.

- Provide training to the final user in ordinary instrument maintenance.

- Interface with cross functional work teams such as application specialist, product management

and marketing/sales.

- Create and maintain service information in the company enterprise database.

- Timely and professionally handle customer service calls and issues arising from the field, service

visits, triage with field application specialist, as appropriate.

- Timely complete and submit all paperwork.

- Communicate with final users to ensure satisfaction and implement any necessary corrective

actions.

- Manage spare parts stock to ensure that necessary items will be available in case of needs.

- Misc. other duties commensurate with capabilities of a Service Engineer.

- Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

General Competencies:

• Ability to work independently or in group setting is required

• Ability to effectively communicate both verbally and in writing is required

• Strong interpersonal skills with internal and external customers is required

• Ability to organize information and present to a wide array of audiences

• Ability to work with specialized computer software is required

Work Environment

This job operates in a typical office setting, requires use of computer.

Physical Demands

This is largely an office based administrative role.

Position Type/Expected Hours of Work

This is a full time, exempt, professional-level position. Typical days and hours of work are Monday through Friday,

8:30 a.m. to 5:00 p.m.; this position on site only

Travel

Approximately 80% onsite and up to 20% travel to external vendor sites

.

Required Education and Experience

- Bachelor’s degree or equivalent technical qualifications in electrical/ mechanical/biomedical engineering

- Previous experience in service and maintenance medical equipment is preferred

- Working knowledge of MS Office

- Working knowledge and ability to test and troubleshoot electrical/ fluidics/optical circuits

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or

responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at

any time with or without notice.