Job Summary: The Field Service Engineer II will be responsible for meeting the daily service, maintenance and repair needs of the customer's equipment. Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and other duties as assigned.
Responsibilities: - Onsite and remote troubleshooting, installation, maintenance, and repairs on Advanced Instruments equipment.
- Complete and manage Pharmaceutical IQOQ/ yearly OQ and Clinical Validations.
- Completing Preventative Maintenance and field modifications in certain time frames.
- Ordering and managing car stock inventory.
- Troubleshooting not only on a mechanical/electrical level but understand and troubleshoot on an application level.
- Scheduling of installation, PMs, repairs, and other field events.
- Perform phone support and triage technical support issues on an occasional basis (about once every 2 months)
- Keeping up to date on administrative responsibilities such as maintaining service records and providing service reports in a timely manner.
- Provide training in the field for junior field engineers.
- Maintaining daily communications/ scheduling with customers to ensure resolution and proper follow-up.
- Utilizing the escalation process to resolve customer service delivery issues.
- Maintaining tools and test equipment and ensuring they are properly calibrated.
- Identifying and working with Sales for opportunities such as new service contracts, contract renewals and system sales.
- Working as a member of a larger team but independently managing territory to provide efficient service to all accounts within assigned area.
- The ability to lift and carry a toolbox that can weigh up to 50 lbs.
- Adhering to current regulatory requirements to include, but not limited to, HIPPA, OSHA and FDA.
- Ability to provide field training to other Field Service Engineers
Experience Requirements: - Three years• work experience in the medical device industry.
- Experience interfacing with both internal team members and external customers as part of a solution-based service process.
- Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
- Experience troubleshooting and responding to customer concerns.
- Proven record of being reliable and accountable for all aspects of their job.
- Proficient level of computer skills including MS Word, Excel, Outlook, Salesforce, and Teams
- Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
- Ability to work in a fast-paced, self-directed, entrepreneurial environment.
- Resourceful, with the ability to work independently and learn on the go.
- Strong time management skills.
- Ability to adapt to changing circumstances.
- Decision-making, problem resolution and creative thinking skills
- Attention to detail.
- Ability to multi-task activities with shifting priorities. Able to work productively in a pressurized environment.
- Ethical and trustworthy.
Physical Requirements and Working Conditions: - Willingness to travel as required (including air and ground transportation).
- Valid driver's license and ability to safely operate a motor vehicle as needed for job responsibilities.
- Able to store, transport materials, samples, or demonstration equipment (up to ~25 pounds).
- Comfort with standing and engaging with customers for extended periods.
- Ability to adapt to varying work environments (e.g., customer sites, laboratories, offices).
Why Work for Nova Biomedical - Flexible Medical, Dental, & Vision Coverage
- Competitive 401k company match
- Bonus Program, Generous PTO and paid holidays
- Generous Tuition reimbursement
- Hybrid and flexible work arrangements
- Professional development, engagement and events
- Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
- Company subsidized cafeteria in our Waltham, MA office
Work Location: Onsite in our RTP Area 5 days/week (M-F), 8:00 AM - 5:00 PM
Targeted Salary Range: $38.46 - $43.27/hour
Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate's experience and may vary based on individual factors such as location, skills, and education.
