Field System Engineer - Baltimore, MD

Job DescriptionPosition SummaryThe 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 DutiesTerritory 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. 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 Requirements

• 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  
• Fundamental knowledge of the principles and practices of laboratory operations .
  • 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

• Proficient in operation of Microsoft Windows and Office Suite of products
• Experience in host/remote communications and network systems
• Have and maintain a valid driver’s license in state of residence
• Fundamental knowledge of the principles and practices of laboratory operations
• Ability to operate in an organized manner in an autonomous work environment without direct daily supervision
• Ability to effectively communicate with internal and external stakeholders
• Territory management in partnership with Planner to cover a large geographic area (US)
• Drive to build full proficiency on supporting bioMerieux systems
• Ability to understand, communicate and train others on bioMerieux products and systems
• Utilizes required software and calendars kept up to date with the goal of effective time management
• Maintain all necessary site access (Vendor Credentialing) requirements needed to support customer base
• Must be fluent in English

 Physical Requirements

• Ability to remain in stationary position, often standing, for prolonged periods.
• Ability to ascend/descend stairs, ladders, ramps, and the like.
• Ability to wear PPE correctly most of the day.
• Ability to operate heavy machinery.
• Ability to adjust or move objects up to 50 pounds in all directions using safe lifting practices
• Domestic Travel Required up to 65% of the time
• International Travel Required up to 1% of the time

#LI-US

#biojobs

PandoLogic. Keywords: Medical Laboratory Technician (MLT), Location: Baltimore, MD - 21201