Field Service Engineer - Medical Device/Diagnostics - Minneapolis Territory

Werfen•Minneapolis, MN

4d•$38 - $46•Remote

About The Position

The Field Service Engineer builds and maintains customer relationships while performing installations, repairs, preventative maintenance, and product enhancement activities on complex Werfen instrumentation and systems. The role focuses on the Hemostasis & Point of Care install base across southern Minnesota and portions of South Dakota, Wisconsin, Iowa, and Illinois. The engineer is responsible for meeting service delivery key performance indicators, controlling costs, and achieving service revenue targets. Candidates with field service experience on complex medical devices or laboratory diagnostic instruments, hospital or reference lab experience maintaining and troubleshooting diagnostic instruments, or military experience working on complex systems are strongly considered.

Requirements

Associate degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training; equivalent experience may be considered in lieu of a degree.
At least 3 years of experience in a technical or support role in industry, the military, and/or a customer-facing setting.
Working knowledge of personal computers and Windows operating systems; experience with legacy through current versions preferred.
Ability to participate in rotational on-call coverage as required.
Ability to work extended and flexible workdays to resolve customer interactions.
Solid technical knowledge of two Werfen instrumentation platforms.
Strong organizational and time-management skills; ability to triage and prioritize, work under pressure, and exercise good judgment.
Ability to communicate effectively with customers, peers, and management.
Technically and process oriented.
Ability to work independently and manage an assigned territory with minimal direction to achieve daily goals.
Ability to work in a team and collaborate with colleagues toward area and national goals.
Ability to lift up to 50 pounds.
Valid driver's license.
Willingness to travel up to 90% within the assigned territory, with up to 30% overnight travel.

Nice To Haves

Working knowledge of Laboratory Information Systems and computer network connectivity.
Working knowledge of Microsoft Office 365.
Previous field service experience focused on complex medical devices and/or laboratory diagnostic instruments.
Hospital or reference laboratory experience with preventative maintenance and troubleshooting of diagnostic instruments.
Military experience working on complex systems.

Responsibilities

Perform on-site installations, cost-effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
Diagnose, analyze, troubleshoot, and isolate instrument faults; determine failures and implement corrective actions.
Escalate and communicate unresolved technical issues.
Represent the company professionally with customers, providing clear communication and follow-up.
Deliver customer service that builds and maintains relationships and supports customer retention.
Advise customers on the proper orientation, maintenance, and troubleshooting of Werfen instruments and systems.
Collaborate and communicate with Commercial Operations colleagues, including Sales and Applications, sharing customer situations and product information and identifying leads.
Promote service contracts and follow up on contract renewals through customer relationships.
Comply with Quality, Regulatory, and Service & Support policies, procedures, work instructions, and records; document service activities accurately and promptly in customer-facing service reports.
Oversee, optimize, and maintain the accuracy of assigned service inventory.
Follow company travel, expenditure, and time-reporting guidelines, including timely submission of reports.
Perform other duties and responsibilities as assigned.