Field Service Engineer

Hologic, Inc.; Raleigh (NC); On-site; USD 64,000 - 100,000; Full time

Job summary

Hologic, Inc. in Raleigh, NC is seeking a Field Service Engineer to install, calibrate, and service our medical imaging equipment at customer sites across the region.

You will perform preventive maintenance, respond to service calls, and train customers while ensuring high customer satisfaction. The role requires travel, on-call availability, and precise documentation to support sales and field operations.

Qualifications

• Must be a self-starter, able to travel and work independently.
• Able to multitask, set priorities and schedule work activities.
• Strong problem solving and professional communication under pressure.
• Willing to work flexible hours and overtime on short notice.
• On-call after normal working hours; overnight travel may be required.
• Reliable transportation, valid driver’s license and auto insurance.
• High mechanical aptitude; excellent written and verbal communication.

Responsibilities

• Install and service Hologic products (mammography, bone densitometry, and related systems) including electrical, mechanical and software components.
• Establish and maintain high customer satisfaction with product support and service.
• Perform remedial actions, system checks, and hardware/software upgrades per policies.
• Train customers on basic operation of Hologic products.
• Provide feedback to management on product performance and service improvements.
• Support at conventions, trade shows, and customer trials.
• Coordinate pre- and post-sales support with Sales to ensure installations meet expectations.
• Manage inventory, records, and return unused and failed parts.
• Promote service contracts and assist in selling agreements.
• Manage assigned territory efficiently and perform PMs on schedule.
• Respond to customer inquiries in writing, in person, or by phone.
• Escalate unresolved issues to service management promptly.

Skills

Field service

Customer service

Travel

Problem solving

On-call

Mechanical aptitude

Communication

Education

Associate's degree or equivalent in electronics, computer science or related technical discipline

Job description

At Hologic, a leader in women's health innovation, we empower people to live healthier lives every day.

Our engineering teams are the driving force behind our business, constantly challenging and innovating our processes. From our field service engineers who minimize customer downtime, to our manufacturing engineers who ensure optimal performance of our laboratories and equipment, we strive for excellence.

Our Field Service Engineers are crucial in delivering top-notch customer service, expertly repairing and maintaining our products on-site.

We are growing and are thrilled to be recruiting in the Raleigh, NC area. Joining a team in ourBreast & Skeletal Healthyou will be responsible for preventative maintenance, repairs and servicing of our innovative medical imaging and interventional products. As a Hologic FSE, you travel to our customer sites to ensure our products are calibrated and optimized for high performance. You will be able to build relationships with our customers, putting them at ease that you are there to investigate and solve any technical issues.

Summary of Duties and Responsibilities

• Responsible for the installation and service of Hologic products (mammography, digital mammography, bone densitometry, and mini c-arms) which include electrical, mechanical and software components.
• Establish and maintain a high level of customer satisfaction with Hologic's products, support and service.
• Complete all remedial service actions, standard system checks, and required hardware and software upgrades in accordance with approved policies and procedures.
• Assist other Field Engineers as necessary.
• Maintain a good customer service reputation by complying with all regulatory requirements and all aspects of DQSM.
• Complete and submit all required paperwork on time and accurately.
• Train customers on the basic operation and use of Hologic products.
• Provide feedback to the District Manager concerning product performance anomalies encountered in the field, and make recommendations for service improvements.
• Provide support at conventions, trade shows and customer trials.
• Provide pre and post-sales support by maintaining close working relationships with sales and customers to ensure expectations are met and equipment installations are handled as planned.
• Manage inventory, keep accurate records, and return unused and failed parts promptly.
• Promote service contract offerings and assist the local Service Sales Specialist in selling service agreements to customers within your assigned territory.
• Manage the assigned territory in an organized fashion.
• Perform PM’s on time, provide expeditious on-site response and minimize equipment downtime.
• Respond to customer inquiries in written form (with managerial approval), in person, or via telephone as needed.
• Escalate customer issues and unresolved product problems to service management in a comprehensive and timely manner.

Qualifications

• Must be a self-starter, able to travel and work independently with minimal supervision.
• Must be capable of multi-tasking, setting priorities and scheduling work activities.
• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
• Willing to work flexible hours and overtime on short notice.
• Position requires the ability to be “on call” after normal working hours.
• Depending on location, position may require frequent overnight travel.
• Must have reliable transportation, possess a valid driver’s license, and carry adequate auto insurance.
• High degree of mechanical aptitude.
• Excellent communications skills, both written and verbal are required

Education

• Associate's degree or equivalent in electronics, computer science or related technical discipline is preferred.

Experience

• 2-4 years' experience in a field service position working with customers to resolve problems related to x-ray, digital imaging or related medical equipment preferred. Experience designing, installing, or maintaining computer networks highly desirable.

Specialized Knowledge

• Strong computer literacy.

The annualized base salary range for this role is $64,000 to $100,100 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Hologic’s employees are subject to third-party COVID-19 vaccination requirements, including from customers and governmental entities. Hologic is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for reasonable accommodation based on disability or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.