Field System Engineer

Description

The Field Systems Engineer (FSE) is responsible for attending to service needs of bioMerieux customers within their assigned geographic territory, as well as nationally, on an as-needed basis, utilizing appropriate tools and test equipment. This position requires someone who is a self-starter, with the ability to deliver a best-in-class customer experience, while working remotely without direct supervision and able to conduct overnight travel on short-notice. Typical weekday travel is defined as daily customer visits not requiring overnight travel but expect daily driving of 50% or more. Weekend and Holiday rotational coverage is scheduled with the expectation of additional driving or flying within and/or outside of the standard assigned service region. Standard field service operations for customer support consists of approximately 15% of annual OnCall with the expectation of overnight travel when qualified on products. You will partner directly with a variety of Clinicians, Scientists, Technicians, Biomedical Engineers, and Lab Leadership to optimize the performance of bioMerieux’s diverse product portfolio.

Primary Duties

Territory Management:

• Respond expediently to all requests for customer needs via professional written and/or verbal communications ensuring all instrument service requests are fulfilled within the assigned geographic territory and nationally, as needed.
• Demonstrate sound territory management skills and sound business judgement. Responsible for executing; installations, preventive maintenance, corrective maintenance, field actions, moves, upgrades, and equipment removals as needed, in order to meet customer and business objectives.
• Apply electronic, electro-mechanical, and computer skills to diagnose and repair instrument issues to the board or subassembly level ensuring all instruments operate per manufacturer specifications.
• Develop rapport with locally supported customer base, becoming a trusted advisor, while promoting the value and benefits of service agreements, other bioMerieux service offerings. Communicates potential sales opportunities to Sales and Marketing counterparts.
• Operate with a sense of teamwork and collaboration. Build relationships with local field service partners, as well as cross-functional partners (sales, contracts, technical support, and other bioMerieux team members) promoting efficiency and customer satisfaction.
• Responsible for customer outreach, utilizing bioMerieux’s billable service offerings to achieve field service revenue objectives (preventative maintenance, equipment moves, upgrades, and other billable events).

Travel & On-Call

• FSEs are required to travel to our Durham and St. Louis offices for scheduled product trainings. FSEs are expected to attend approximately six to nine (6-9) weeks of product trainings in one of our offices within the first 12 months of hire. After the first year, attendance at future trainings will be required on an as-needed basis.

• FSE Customer visits are typically planned in advance, but unscheduled travel will also be required. Geographically dispersed territories will have increased overnight travel requirements. National travel may be required as needed.

• Weekend/Holiday on-call support is required on a rotating basis (approximately once every 5 weeks). On-call responsibilities include: Phone availability locally (8am-5pm) and ability to travel nationally to provide instrument support.

Administrative Responsibilities

• Accurately complete instrument service work orders and all associated quality assurance checklists for each service event in a timely manner, documenting all activities completed at the customer site as well as any additional actions needed to resolve all customer concerns.

• Complete all assigned internal training requirements within expected timelines.

• Maintain an accurate calendar of scheduled events, including training classes and vacation, within the designated service management system to reflect available and non-available times.

• Submit travel related expense reports on a routine basis so as not to incur late fees or penalties.

• Adhere to all guidelines and policies associated with managing company-provided fleet vehicle

Other Related Duties

• Maintain and control ready on-hand spare parts inventory at levels compatible with repair activities and department financial objectives.

• Strive for continuous self-improvement of knowledge of bioMerieux policies, procedures, inter-personal skills, as well as instrument service and operation techniques.

• Maintain company issued vehicle to include routine cleaning and servicing per scheduled maintenance cycle.

• Maintain and safeguard all company owned assets to include laptop, cell phone, iPad, hand tools and calibrated test equipment to facilitate daily job functionality.

• Represent bioMerieux in a professional manner at all times through adherence to documented Standards of Performance.

• Achieve or exceed all GPS assigned Priorities as established on an annual basis.

• Partner with sales and applications counterparts to deliver the highest level of customer experience possible to existing and potential bioMerieux customers.

• Provide support at trade shows on an as needed basis.

• Provide feedback to the Customer Service Organization, Marketing and Sales on the functionality and performance of bioMerieux systems at customer sites.
• Periodically work with Sales and Marketing to strategize and plan the expansion of the Service team in support of bioMerieux products.

Training & Education

• Technical school or military technical training equivalent in Electronic Technology or Computer Science.
• Biomedical training or an Associate’s degree in an engineering discipline a plus.
• Demonstrated ability to work on electro-mechanical, electronic, computer, electrical and vacuum systems.

Experience

• High school diploma or GED required with 2+ years of relevant experience in troubleshooting and/or repair of biomedical, mechanical, electrical, or similar systems required OR
• Military experience or Associates degree or higher in engineering or related discipline experience preferred
• Fundamental knowledge of the principles and practices of laboratory operations preferred.
• Biomedical training or an Associate’s degree in an engineering discipline a plus.
• Demonstrated ability to work on electro-mechanical, electronic, computer, electrical and vacuum systems.

Knowledge, Skills & Abilities

1. Proficient in operation of Microsoft Windows and Office Suite of products

2. Experience in host/remote communications and network systems preferred

3. Have and maintain a valid driver’s license in state of residence

4. Fundamental knowledge of the principles and practices of laboratory operations preferred

5. Ability to operate in an organized manner in an autonomous work environment without direct daily supervision

6. Ability to effectively communicate with internal and external stakeholders

7. Territory management in partnership with Planner to cover a large geographic area (US

8. Drive to build full proficiency on supporting bioMerieux systems

9. Ability to understand, communicate and train others on bioMerieux products and systems

10. Utilizes required software and calendars kept up to date with the goal of effective time management

11. Maintain all necessary site access (Vendor Credentialing) requirements needed to support customer base

12. Must be fluent in English

Travel Requirements

• Domestic: 65%
• International: 1%