Field Service Engineer II

Cytovale • Dallas, TX

8d • Onsite

About The Position

The Field Service Engineer II will ensure customers have an ideal experience with Cytovale's products and services. This role is responsible for the installation, maintenance, troubleshooting, and repair of Cytovale Systems. The position also involves establishing positive business relationships with customers and peers, and performing necessary administrative duties. The job description is intended to present the general content and requirements for the performance of this job and is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

Requirements

• Bachelor’s degree in Engineering, Electrical Engineering, Technology, Science, or equivalent military experience; OR an Associate Degree with 5+ years of experience servicing Diagnostic Imaging equipment; OR a High School Diploma/GED with 10+ years of experience servicing Diagnostic Imaging equipment.
• Demonstrated superior expertise in supporting and servicing highly complex instrumentation.
• 5+ years of 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 communicate clearly and tactfully.
• 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.

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

• Provide hands-on service and support for internal and external customers as a customer-facing technical subject matter expert.
• Execute on-site activities including installations, preventative maintenance, repairs, field hardware/software upgrades, and qualification procedures.
• Document activities and changes, and escalate issues as appropriate.
• Address customer feedback promptly and escalate issues to ensure timely 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.
• Maintain daily communication with customers and partners to ensure issue resolution and proper follow-up.
• Assist with depot-level repairs at the San Francisco Cytovale facility as needed.
• Author field service reports, installation documents, technical bulletins, and other required documentation.
• Provide detailed feedback to R&D regarding performance, serviceability, and customer feedback.
• Manage service parts inventory and ensure the safe keeping and use of service parts and tools.
• Maintain compliance with the company's quality assurance program for an in vitro medical device.
• Meet Health and Human Services, Environmental Health and Safety, and other applicable regulatory requirements, including HIPPA, OSHA, and FDA.
• Perform other duties as assigned by manager or supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level