Field Service Engineer II

Nova Biomedical • Denver, CO

3d • Onsite

About The Position

Nova Biomedical is seeking a Field Service Engineer II to meet customers’ daily service, maintenance, and repair needs for Advanced Instruments equipment. The engineer establishes and maintains effective business relationships with customers and peers, manages assigned territory independently as part of a larger team, and completes required administrative duties.

The role includes onsite and remote troubleshooting, installations, repairs, preventive maintenance, field modifications, and pharmaceutical IQ/OQ and annual OQ work, as well as clinical validations. It also involves mechanical, electrical, and application-level troubleshooting; customer scheduling and follow-up; occasional phone support and triage; service-record and report management; inventory and equipment upkeep; and field training for junior engineers. The engineer works with Sales to identify service-contract, renewal, and system-sales opportunities and uses escalation processes to address service-delivery issues.

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 role requires a valid driver’s license, the ability to safely operate a motor vehicle, and the ability to lift and carry a toolbox weighing up to 50 pounds. Other physical and work-environment requirements include transporting materials, samples, or demonstration equipment weighing up to approximately 25 pounds, standing and engaging with customers for extended periods, and adapting to customer sites, laboratories, and offices. The targeted salary range is $80,000 to $90,000 annually; actual compensation may vary based on experience, location, skills, and education.

Requirements

• At least three years of work experience in the medical device industry.
• Experience working 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 proven record of reliability and accountability.
• Proficiency with MS Word, Excel, Outlook, Salesforce, and Teams.
• Excellent 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.
• Resourcefulness, ability to work independently, and ability to 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 and ability to manage multiple activities with shifting priorities.
• Ability to work productively in a pressurized environment.
• Ethical and trustworthy conduct.
• Willingness to travel as required.
• 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 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.

Responsibilities

• Troubleshoot, install, maintain, and repair Advanced Instruments equipment onsite and remotely.
• Complete and manage pharmaceutical IQ/OQ and yearly OQ work, as well as clinical validations.
• Complete preventive maintenance and field modifications within required time frames.
• Order and manage car-stock inventory.
• Troubleshoot equipment at mechanical, electrical, and application levels.
• 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.
• Provide field training to junior Field Service Engineers and other Field Service Engineers.
• Maintain daily communications and scheduling with customers to ensure issue resolution and appropriate follow-up.
• Use the escalation process to resolve customer service-delivery issues.
• Maintain tools and test equipment and ensure they are properly calibrated.
• Identify opportunities with Sales, including new service contracts, contract renewals, and system sales.
• Independently manage an assigned territory while working as part of a larger team to provide efficient service to accounts.
• Adhere to applicable regulatory requirements, including HIPAA, OSHA, and FDA requirements.
• Travel as required using air and ground transportation.

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, Billerica, and Westbrook offices
• Company-subsidized cafeteria at the Waltham office

What This Job Offers

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