The Field Service Engineer (FSE) will support the Blood Management Centers and Hospitals onsite in the field and provide ongoing customer support. This position is responsible for providing device installation, preventive maintenance, repair, basic installation base management in local territory. In this role will be required residency in or near Baltimore, Maryland within commuting distance to the airport. This is a Field Support role with flexibility to travel as needed (please see travel requirements).Essential Duties:Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territoryUnderstand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement.Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting. Work as a continuous customer interface to drive customer satisfaction.Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals.Provide general technical direction and assistance to the customer in the operation, maintenance, repair, logistics support, and field modify implement and installation equipment.Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions.Assist the quality team with data collection and timely reporting to facilitate performance analysis.Understand how the assigned program integrates with system.Manage service parts inventory levelsComplete all required documentation in service tool (SFDC) same day as serviceResponsible for editing, writing, and modifying Service and Training manuals and SOPsAll listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilitiesQualifications:BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience2-5 years relevant experience technical field service experienceAbility to travel up to 75% of timeMust be highly motivated and have strong problem-solving abilityExcellent verbal and written communications skillsMust have good technical writing abilitiesAbout UsThroughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world's blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development.
5 days ago