Field Service Engineer I

Nova Biomedical • Denver, CO

2d • Onsite

About The Position

The Field Service Engineer I meets customers’ daily service, maintenance, and repair needs for Nova Biomedical equipment. The role establishes and maintains effective business relationships with customers and peers while completing related administrative work and other assigned duties. The engineer works independently within an assigned territory as part of a larger team, providing service to customer accounts and coordinating with customers and Sales as needed.

The position is onsite in the RTP area five days per week, Monday through Friday, from 8:00 AM to 5:00 PM. Travel by air and ground transportation is required as needed. The targeted salary range is $80,000–$90,000; actual compensation may vary based on experience and individual factors.

Nova Biomedical offers flexible medical, dental, and vision coverage; a competitive 401(k) company match; a bonus program; generous paid time off and paid holidays; tuition reimbursement; hybrid and flexible work arrangements; and professional development, engagement, and events. Some company offices also offer a marketplace for lunch and snacks or a subsidized cafeteria.

Requirements

• Experience interfacing with 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.
• A record of reliability and accountability for all aspects of the job.
• Proficient computer skills, including MS Word, Excel, Outlook, Salesforce, and Teams.
• Strong analytical, interpersonal, and communication skills, including the ability to explain complex technical issues clearly.
• Ability to work in a fast-paced, self-directed, entrepreneurial environment and to work independently and learn on the go.
• Strong time-management skills and the ability to adapt to changing circumstances.
• Decision-making, problem-resolution, and creative-thinking skills.
• Attention to detail and ability to manage multiple activities with shifting priorities.
• Ability to work productively in a pressurized environment and demonstrate ethical, trustworthy conduct.
• Willingness to travel as required, including by air and ground transportation.
• Valid driver’s license and ability to safely operate a motor vehicle as needed.
• Ability to lift and carry a toolbox weighing up to 50 pounds.
• Ability to store and transport materials, samples, or demonstration equipment weighing up to approximately 25 pounds.
• Comfort standing and engaging with customers for extended periods.
• Ability to adapt to varying work environments, including customer sites, laboratories, and offices.

Nice To Haves

• Experience in the medical device industry is preferred.

Responsibilities

• Provide onsite and remote training, installation, maintenance, and qualification services for Advanced Instruments equipment.
• Complete and manage pharmaceutical IQOQ and yearly OQ work, as well as clinical validations.
• Complete preventive maintenance and field modifications within specified time frames.
• Order and manage car-stock inventory.
• Troubleshoot mechanical and electrical issues and demonstrate a basic understanding of application issues.
• Schedule installations, preventive maintenance, repairs, and other field events.
• Occasionally provide phone support and triage technical support issues, approximately once every two months.
• Maintain service records and provide service reports in a timely manner.
• Communicate and schedule with customers daily to ensure issues are resolved and appropriately followed up.
• Use the escalation process to resolve customer service-delivery issues.
• Maintain tools and test equipment and ensure they are properly calibrated.
• Identify opportunities and work with Sales on new service contracts, contract renewals, and system sales.
• Manage the assigned territory independently while contributing as a member of a larger team to provide efficient service to all accounts.
• Adhere to applicable regulatory requirements, including HIPAA, OSHA, and FDA requirements.
• Travel as required, including by air and ground transportation, and safely operate a motor vehicle as needed for job responsibilities.
• Store and transport materials, samples, or demonstration equipment weighing up to approximately 25 pounds.

Benefits

• Flexible medical, dental, and vision coverage
• Competitive 401(k) company match
• Bonus program
• Generous paid time off
• Paid holidays
• Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement, and events
• Company marketplace for lunch and snacks at the Norwood, MA; Billerica, MA; and Westbrook, ME offices
• Company-subsidized cafeteria at the Waltham, MA office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed