Field Service Engineer II

Cytovale•, WI

1d•Onsite

About The Position

This role is responsible for ensuring customers have an ideal experience with Cytovale's products and services. The Field Service Engineer II will perform installation, maintenance, troubleshooting, and repair of Cytovale Systems. Key aspects of the role include establishing positive business relationships with customers and peers, performing administrative duties, and acting as a customer-facing technical subject matter expert. The position requires a customer-first mentality, prompt attention to customer feedback, and the ability to provide on-demand technical support, including after-hours and weekend on-site support as needed. Communication with customers and partners is essential for issue resolution and follow-up. The role also involves assisting with depot repairs, authoring various service-related documentation, providing feedback to R&D, managing company assets and inventory, and ensuring compliance with quality assurance programs and regulatory requirements (HIPAA, OSHA, FDA). This description is intended to outline general duties and may not be exhaustive.

Requirements

Bachelor’s degree in Engineering, Electrical Engineering, Technology, Science or equivalent military experience OR Associate Degree with 5 or more years’ experience in servicing Diagnostic Imaging equipment OR High School Diploma/GED and 10 or more years’ experience servicing Diagnostic Imaging equipment.
Demonstrated superior expertise in supporting and servicing highly complex instrumentation.
5+ years customer or field support experience within the medical device field.
Demonstrated commitment to quality and strong sense of teamwork.
Proven strong problem-solving skills, and the ability to creatively solve challenges.
Attention to detail.
Expert customer service skills, positive attitude, and ability to clearly and tactfully communicate with others.
Working knowledge and understanding of optics, electronics, and mechanical principles.
Ability to troubleshoot electronic, optical and mechanical assemblies down to component level.
Experience in a customer centric service & support department, preferably with prior experience with benchtop instruments and/or laboratory automation.
Must maintain a valid driver’s license and good driving record.
Willing to stay current on all vaccinations to comply with vendor credentialing policies.

Nice To Haves

Thrives in a fast-paced start-up environment with a flexible mentality and adaptability to take on new and additional responsibilities as needed.

Responsibilities

Execute on-site activities such as installations and preventative maintenance, repairs, field hardware/ software upgrades, and qualification procedures.
Document activities/changes and escalate issues as appropriate.
Address customer feedback promptly and escalate issues to quickly identify the path of action to resolution.
Provide on-demand first and second level technical support to customers including rotations of after-hours phone support, holiday and weekend on-site support as required.
Maintain daily communication with customers and partners to ensure resolution of issues and proper follow-up.
Assist with depot-level repairs as needed at the San Francisco Cytovale facility.
Author field service reports, installation documents, technical bulletins and other documentation as required.
Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
Responsible for service parts inventory and safe keeping and use of service parts and tools.
Maintain compliance with company’s quality assurance program for in vitro medical devices.
Meet Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements, including, but not limited to, HIPPA, OSHA and FDA.
May perform other duties as assigned by manager or supervisor.