Field Service Engineer 2H (Medical Device) (Phoenix, AZ based Field role)
About The Position
The Field Service Engineer (FSE) provides onsite field and ongoing customer support to Blood Management Centers and hospitals. The role covers device installation, preventive maintenance, repair, and basic installed-base management within a local territory. The position requires residence in or near Phoenix, Arizona, within commuting distance of an airport, and travel as needed, with travel of up to 75% of the time. The FSE responds to service requests and supports customer satisfaction through installation, upgrades, repairs, maintenance, troubleshooting, and customer follow-up. The role coordinates with field and internal support teams on technical assistance, system placements, upgrades, and contract renewals. It also provides customer guidance and training, supports quality data collection and reporting, manages service-parts inventory, and completes service documentation in SFDC on the day of service. The position includes editing, writing, and modifying service and training manuals and standard operating procedures.
Requirements
- Bachelor’s degree in Electrical/Electronic Engineering, Mechanical Engineering, or a related degree with knowledge of the biotechnology/biomedical industry, or applicable military experience.
- 5–8 years of relevant technical field service experience.
- Ability to travel up to 75% of the time.
- Highly motivated with strong problem-solving ability.
- Excellent verbal and written communication skills.
- Good technical-writing abilities.
- Legally authorized to work in the United States; the employer will not provide employment visa sponsorship.
Responsibilities
- Respond to service requests and ensure customer satisfaction by installing, upgrading, repairing, and maintaining instrument systems in the defined territory.
- Understand installation processes, spare-parts management, issue resolution, and service-operation measurement.
- Follow up with customers and take ownership of product- and service-related issues as the focal point for troubleshooting and customer communication.
- Interface between the field organization and internal support teams by providing timely onsite technical assistance, coordinating new system placements, developing leads, and promoting upgrades and contract renewals.
- Provide technical direction and assistance to customers in equipment operation, maintenance, repair, logistics support, field modifications, and installation.
- Provide onsite guidance and training in equipment operation, maintenance, and troubleshooting, including the use and interpretation of data and technical instructions.
- Assist the quality team with data collection and timely reporting for performance analysis.
- Understand how the assigned program integrates with the system.
- Manage service-parts inventory levels.
- Complete all required service-tool (SFDC) documentation on the same day as service.
- Edit, write, and modify service and training manuals and SOPs.
Benefits
- 401(k) with up to a 6% employer match and no vesting period.
- Employee stock purchase plan.
- Flexible time off for salaried employees; hourly employees accrue three to five weeks of vacation annually based on tenure.
- Accrual of up to 64 hours of paid sick time annually.
- Paid and/or floating holidays.
- Parental leave.
- Short- and long-term disability insurance.
- Tuition reimbursement.
- Health and welfare benefits.
- Potential eligibility for a discretionary annual bonus for non-sales roles and participation in the Company’s long-term incentive plan, depending on role and applicable plan terms.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
