[Hiring] Field Service Engineer @Haemonetics

Role Description

The Field Service Engineer (FSE) will support the Blood Management Centers and Hospitals onsite in the field and provide ongoing customer support. This position is responsible for providing device installation, preventive maintenance, repair, and basic installation base management in local territory. In this role, residency in or near Chicago, IL or Minneapolis, MN within commuting distance to the airport is required. This is a Field Support role with flexibility to travel as needed (please see travel requirements).

Responsibilities/Essential Duties:

• Experienced Subject Matter Expert on servicing all Haemonetics product lines
• Mentor/Train new hires and is consulted on challenging technical issues
• Excels with documentation, reporting and overall organization
• Produces superior metrics and KPI’s
• Performs routine preventive maintenance and scheduled reactive service of equipment to minimize downtime
• Troubleshoots, diagnoses malfunction, replace faulty components
• Strong organizational skills and strict compliance with internal documentation – Scheduling, closing calls, expense reporting, Time Entry and parts inventory management
• Professionally interacts with clients to assess their needs, address any concerns and provides technical support
• Communicates progress and outcomes of service to internal and external stakeholders
• Demonstrates proactive and effective communication and engagement with customer
• Utilizes time, service and support-tracking tools
• Resolves and/or escalate issues in a timely manner
• Adheres to and follows Haemonetics policies and procedures
• Extensive travel is required (75%) – Valid driver’s license required
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territory
• Understand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement
• Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting
• Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals
• Provide general technical direction and assistance to the customer in the operation, maintenance, repair, logistics support, and field modify implement and installation equipment
• Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions
• Assist the quality team with data collection and timely reporting to facilitate performance analysis
• Understand how the assigned program integrates with system
• Manage service parts inventory levels
• Complete all required documentation in service tool (SFDC) same day as service
• Responsible for editing, writing, and modifying Service and Training manuals and SOPs

Qualifications

• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
• 5-8 years relevant experience technical field service experience
• Ability to travel up to 75% of time
• Must be highly motivated and have strong problem solving ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities

Requirements

• Bachelor's Degree - Electrical, Biomedical or Mechanical Engineering preferred
• Technical Degree or Certificate - Electrical, Biomedical or Mechanical Engineering preferred
• 5-8 Years experience in repairing, or servicing of medical devices
• Mentorship and training of individuals
• IT and/or software troubleshooting experience
• Equivalent combination of education and experience
• Strong technical knowledge in relevant engineering disciplines (electrical, mechanical, etc.)
• Excellent problem solving and analytical skills
• Strong communication and customer service skills
• Strong organizational skills for documentation and reporting
• Proficient with service software applications
• Ability to work independently and part of a team
• Demonstrated customer service skills
• Experience in a regulated environment

Benefits

• Competitive pay range: $1.00-$99,999,999.00/Hourly
• 401(k) with up to a 6% employer match and no vesting period
• Employee stock purchase plan
• Flexible time off for salaried employees
• Accrual of three to five weeks’ vacation annually (based on tenure)
• Accrual of up to 64 hours (annually) of paid sick time
• Paid and/or floating holidays
• Parental leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Health and welfare benefits