Field Service Engineer 2H (Medical Device) (Sacramento, CA based Field role))

Haemonetics•US CA Remote, CA

5d•$1 - $99,999,999•Remote

About The Position

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 Chicago, IL or Minneapolis, MN within commuting distance to the airport. This is a Field Support role with flexibility to travel as needed (please see travel requirements).

Requirements

Bachelor's Degree - Electrical, Biomedical or Mechanical Engineering preferred
Technical Degree or Certificate - Electrical, Biomedical or Mechanical Engineering preferred
5-8 Years experience in repairing, or servicing of medical devices
Mentorship and training of individuals
IT and/or software troubleshooting experience
Equivalent combination of education and experience
Strong technical knowledge in relevant engineering disciplines (electrical, mechanical, etc.)
Excellent problem solving and analytical skills
Strong communication and customer service skills
Strong organizational skills for documentation and reporting
Proficient with service software applications
Ability to work independently and part of a team
Demonstrated customer service skills
Experience in a regulated environment
BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
5-8 years relevant experience technical field service experience
Ability to travel up to 75% of time
Must be highly motivated and have strong problem solving ability
Excellent verbal and written communications skills
Must have good technical writing abilities

Responsibilities

Experienced Subject Matter Expert on servicing all Haemonetics product lines
Mentor/Train new hires and is consulted on challenging technical issues
Excels with documentation, reporting and overall organization
Produces superior metrics and KPI’s
Performs routine preventive maintenance and scheduled reactive service of equipment to minimize downtime
Troubleshoots, diagnoses malfunction, replace faulty components
Strong organizational skills and strict compliance with internal documentation – Scheduling, closing calls, expense reporting, Time Entry and parts inventory management.
Professionally interacts with clients to assess their needs, address any concerns and provides technical support.
Communicates progress and outcomes of service to internal and external stakeholders
Demonstrates proactive and effective communication and engagement with customer.
Utilizes time, service and support-tracking tools.
Resolves and/or escalate issues in a timely manner.
Adheres to and follows Haemonetics policies and procedures.
Extensive travel is required. (75%) – Valid driver’s license required
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territory
Understand 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 levels
Complete all required documentation in service tool (SFDC) same day as service
Responsible for editing, writing, and modifying Service and Training manuals and SOPs