[Hiring] Field Service Engineer @MacroArray Diagnostics GmbH

Role Description

We have revolutionized allergy diagnostics and have been operating successfully in 115 countries for over 10 years with our diagnostic products and patented technologies. Our products help clarifying allergies in a single step – for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients receive help from their specialist in no time. We increase quality of life, enable personalized treatment, advance research and relieve our health system.

What You’ll Do

• Maintenance and service: Perform preventive maintenance and repairs on MADx instruments and systems at customer sites across the US and Canada to keep them running at peak performance and extend their service life.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues in instruments and systems, carry out the necessary repairs, and coordinate with second-level experts on complex cases.
• Installation, validation, and onboarding: Install new equipment on-site and guide customers through the full onboarding process, including supporting laboratories with installation and performance qualification, verification and validation activities, and the documentation they need to meet US and Canadian laboratory requirements. Train laboratory staff on proper use and operation.
• Customer support: Be the first point of contact for customers and partners in the US and Canada via phone, email, chat, and tickets, delivering a consistently high level of service and satisfaction.
• Cross-functional collaboration: Work closely with the broader commercial team, including Sales, Product Management, Marketing, and Customer Support, to ensure a seamless customer experience from pre-sales through installation, onboarding, and ongoing service. Share field insights to support account planning, product launches, and customer communication.
• Documentation: Document all cases and service work in our CRM in line with SLAs, and keep our knowledge base (FAQs, troubleshooting guides, templates) up to date.
• Parts management: Manage ordering, replacement, and inventory of spare parts.
• Quality and compliance: Ensure all equipment meets applicable quality standards and regulatory requirements.
• Product feedback: Act as the voice of the customer by spotting recurring issues, suggesting usability and feature improvements to Product Management, and testing new software releases.
• Sales and market support: Support the sales team with technical expertise during customer evaluations and demonstrations, and represent the company at trade shows and conferences across North America.

Qualifications

• Based in New England (preferred), or elsewhere in the Northeast (e.g., NY, NJ, PA, MD, DE), the Southeast (e.g., NC, SC, GA, FL, TN, VA), or the Midwest (OH, MI, IN, IL, WI, MN), within reasonable reach of a major airport.
• An associate or bachelor’s degree in electronics, biomedical engineering technology, mechatronics, or a related field, or equivalent military or technical training.
• Proven 5 years of hands-on experience maintaining and repairing laboratory or clinical diagnostic equipment, ideally in the medical device or laboratory industry.
• Experience supporting instrument installation, validation, or verification in clinical or laboratory settings is a strong plus.
• Strong technical aptitude and the ability to quickly understand and troubleshoot complex systems.
• A self-motivated, solutions-oriented mindset and a high degree of initiative.
• Excellent communication skills and a collaborative approach, both with customers and across Sales, Product Management, Marketing, and Support.
• Willingness to travel extensively (approximately 50%) across the US and Canada, including overnight stays.
• A valid driver’s license, a clean driving record, and a valid passport (or the ability to obtain one) for travel to Canada.
• Ability to lift up to 50 lbs and work in laboratory environments.
• Spanish or French language skills are a strong plus.

Compensation

The minimum base salary for this position is $70,000 per year. Final compensation will depend on qualifications, experience, and location. In addition to base pay, this role is eligible for bonus.

Benefits

• A full-time role with real ownership and meaningful responsibility from day one.
• An international team that cares as much about veterinary patients as human ones.
• A culture where questions, ideas, and pushback are genuinely welcome.
• A workplace built on sustainability, equity, diversity, inclusion, and mutual respect.
• Comprehensive benefits, including medical, dental, vision and life insurance via Cigna.
• 401(k) with up to 2% company match via Fidelity.
• 20 days of paid time off plus paid holidays.
• Mileage reimbursement, technical equipment to complete your job, and full coverage of travel expenses.

Company Description

MacroArray Diagnostics (MADx) is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.