Field Service Engineer - Medical Device/Diagnostics - Queens/Jamaica NY Territory

Werfen • New York, NY

9d • $38 - $46 • Remote

About The Position

Werfen is hiring a Field Service Engineer to support its Hemostasis instrumentation install base in the Queens/Jamaica, New York territory. The role builds and maintains customer relationships while performing installations, repairs, preventative maintenance, troubleshooting, and product enhancements on complex Werfen instruments and systems. The engineer is responsible for meeting service delivery KPIs, managing costs, and achieving service revenue targets.

The position involves extensive travel within the assigned territory, rotational on-call coverage, and extended or flexible workdays as needed to resolve customer issues. The engineer works independently while collaborating with Commercial Operations colleagues, including Sales and Applications, and maintains accurate service documentation, inventory, expense, and time records.

Requirements

• Associate degree in Electronics, Medical Technology, Biomedical Engineering, or related industry training; equivalent experience may substitute for a degree.
• At least 3 years of experience in a technical or support role in industry, the military, or a customer-facing environment.
• Working knowledge of personal computers and Windows operating systems.
• Ability to participate in rotational on-call coverage.
• 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, with the 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 collaboratively in a team environment to achieve area and national goals.
• Ability to lift up to 50 pounds.
• Valid driver's license.
• Ability to travel up to 90% to cover the assigned territory; overnight travel for Hemostasis is up to 30%.

Nice To Haves

• Previous field service experience focused on complex medical devices and/or laboratory diagnostic instruments.
• Experience as a medical laboratory technician, medical technologist, or similar hospital or reference-lab professional, including preventative maintenance and troubleshooting of diagnostic instruments.
• Military experience working on complex systems.
• Working knowledge of Laboratory Information Systems and computer network connectivity.
• Working knowledge of Microsoft Office 365.

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, then implement corrective action.
• Escalate and communicate unresolved technical issues.
• Represent Werfen professionally when interacting with customers and provide appropriate follow-up.
• Build and maintain customer relationships to support 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, product information, and lead opportunities.
• Promote service contracts and follow up on renewals through customer relationships.
• Comply with Quality, Regulatory, Service & Support policies, procedures, work instructions, and recordkeeping requirements.
• Create timely, complete, accurate, and professional customer-facing service reports and records.
• Oversee, optimize, and maintain the accuracy of assigned service inventory.
• Follow company travel, expenditure, and time-reporting guidelines and submit reports on time.
• Perform other duties and responsibilities as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with employer match
• Paid vacation
• Paid sick leave
• Performance-based bonus eligibility for management and select professional roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree