Field Service Engineer - US based (m/f/d)
About The Position
We’re seeking an experienced Field Service Engineer (m/f/d) (US based), who will serve as the lead technical point of contact for providing expert customer service, troubleshooting, repair, maintenance, and emergency response for advanced equipment and systems installed at client sites. This position combines technical expertise with project management skills to deliver an exceptional service experience. Technical Service & Support: Lead complex onsite system installation, troubleshooting, diagnosis, repair, and preventative maintenance for customer equipment. Perform equipment upgrades and configurations according to company standards inhouse with our R&D team Provide technical advice to customers on equipment care and maintenance best practices. Serve as a key technical contact for customer accounts, ensuring high levels of customer satisfaction through efficient and professional service Ensure thorough documentation of all service procedures, diagnostics, quality issues, parts replacements, and customer interactions. Service Process Development & Training: Support the Head of Service in developing and implementing robust service processes, including SOPs, KPIs, and service workflows. Assist in creating and maintaining comprehensive technical documentation and manuals. Conduct customer training sessions on product first-line troubleshooting & maintenance. Cross-functional Collaboration: Work closely with R&D and engineering teams to provide feedback from field operations, supporting product development and continuous improvement initiatives. Participate in testing and evaluating new products, features, and solutions, offering practical insights based on customer interactions. Inventory Management & Quality Assurance: Organize and manage spare parts inventory, ensuring availability for timely service delivery. Ensure all service activities comply with industry regulations, safety standards, and internal quality protocols.
Requirements
- Degree in Engineering (Electronics/Mechanics preferred).
- Minimum 5 years of experience in field service roles, preferably in MedTech, BioTech, or similarly regulated industries.
- Strong technical knowledge of systems involving electronics, precision mechanics, and industrial automation.
- Experience in developing service processes and providing technical training to diverse audiences.
- Proven ability to troubleshoot complex systems and manage customer relationships effectively.
- Willingness to travel extensively, both domestically and internationally (up to 70%)
- Valid driver’s license
- Excellent problem-solving, critical thinking, and communication skills.
Responsibilities
- Lead complex onsite system installation, troubleshooting, diagnosis, repair, and preventative maintenance for customer equipment.
- Perform equipment upgrades and configurations according to company standards inhouse with our R&D team
- Provide technical advice to customers on equipment care and maintenance best practices.
- Serve as a key technical contact for customer accounts, ensuring high levels of customer satisfaction through efficient and professional service
- Ensure thorough documentation of all service procedures, diagnostics, quality issues, parts replacements, and customer interactions.
- Support the Head of Service in developing and implementing robust service processes, including SOPs, KPIs, and service workflows.
- Assist in creating and maintaining comprehensive technical documentation and manuals.
- Conduct customer training sessions on product first-line troubleshooting & maintenance.
- Work closely with R&D and engineering teams to provide feedback from field operations, supporting product development and continuous improvement initiatives.
- Participate in testing and evaluating new products, features, and solutions, offering practical insights based on customer interactions.
- Organize and manage spare parts inventory, ensuring availability for timely service delivery.
- Ensure all service activities comply with industry regulations, safety standards, and internal quality protocols.
Benefits
- Key role in a highly advanced and fast-growing startup company
- Competitive compensation including base salary and stock options (virtual shares)
- Fully remote (within the US) with flexible working hours within set guidelines
- 30 days of PTO
- Health Insurance Plan, Life, Vision and Dental
- 401k with a 5% employer match
- Impactful product promoting better understanding and treatment of cancer
- International team, from over 30 different nationalities
- Enjoyable work atmosphere with an open-door and open communications mentality
- ADP (EOR) offers location based benefits for example cinema discounts etc.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
