Field Service Engineer

Field Service Engineer

We are looking for a highly skilled and customer-focused Field Service Engineer to support our cutting-edge digital pathology systems in clinical environments. You will partner with healthcare professionals to ensure our equipment operates at peak performance, delivering reliable and accurate results. This role combines technical expertise, problem-solving skills, and exceptional customer service to maintain, install, and troubleshoot advanced medical instrumentation.

Perform Preventive & Corrective Maintenance Schedule, execute, and document preventive maintenance and field change orders (FCOs) on digital scanners and related hardware. Diagnose root causes, perform repairs and/or part replacements, and validate system performance per SOPs and regulatory standards.

Installations & Configurations Lead complete site setups: unpack, assemble, and calibrate instruments; configure networking, middleware, and integration with laboratory information systems (LIS).

Technical Support & Troubleshooting Respond promptly to service calls on-site to minimize equipment downtime and maintain uptime SLAs. Use diagnostic tools and data-gathering techniques to troubleshoot hardware, software, and connectivity issues. Operate with a flexible schedule, including evenings, weekends, and on-call rotations. Escalate complex or recurring issues through established channels & procedures for swift resolution.

Documentation & Compliance Maintain accurate service reports, work orders, and calibration records in our CRM and tracking systems. Required to carry and monitor the company cell phone and respond during work and on-call hours, excluding rest/meal periods per applicable state law Manage company resourcestools, parts, and inventoryefficiently. Adhere to documentation regulatory requirements and established industry quality standards.

Customer Collaboration Build strong partnerships with laboratory staff, pathologists, and clinical engineers through clear communication.

Education & Experience High school diploma or equivalent required; associate or bachelor's degree in engineering, biomedical technology, or a related field preferred. 23 years of field service or technical support experience in medical devices and laboratory automation.

Technical Skills Proficiency with PC hardware, Windows OS, Microsoft Office, and basic networking concepts (TCP/IP, VPN). Hands-on experience with robotic systems, laboratory instruments, and service documentation processes.

Core Competencies Customer-first mindset: patient and collaborative in high-pressure environments. Strong analytical and problem-solving skills with the ability to work independently and prioritize tasks. Excellent verbal and written communication; adept at translating technical details for non-technical audiences. Willingness to learn new technologies, adapt to change initiatives, and champion continuous improvement.

Physical & Travel Requirements Frequent travel (up to 50%), including overnight stays. Average drive time of 14 hours per day; occasional air travel. Valid driver's license with an acceptable driving record (subject to motor vehicle report review). Ability to lift/move up to 50 lbs. with assistance, stand/walk for extended periods, and use standard hand tools. Comfortable working in hospital & laboratory environments with possible exposure to biohazards; appropriate PPE provided.