Field Service Engineer 2

Solutech; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Solutech is seeking a Field Service Engineer 2 to perform on-site and in-house service, repair, and installation of medical device systems. You will diagnose issues, provide technical support to customers, and maintain detailed service records.

This role requires strong electro-mechanical knowledge, PC skills, and excellent customer communication. Candidates must be able to travel domestically and internationally, lift heavy equipment, and complete onboarding training.

Qualifications

• Experience with electro-mechanical engineering and testing equipment.
• Proficient with PC-based systems and debugging.
• Strong communication and client-facing skills.
• Fluent English; good written and verbal skills.
• Ability to troubleshoot software and network issues.
• Capable of diagnosing mechanical problems and imaging defects.
• Willing to complete onboarding/training.
• Familiar with MS Office tools (Word/Excel/PowerPoint).

Responsibilities

• Perform on-site or in-house service, repair, or installation of company-serviced products and systems.
• Provide technical support to customers on operation and maintenance of equipment.
• Serve as primary customer contact for technical issues.
• Diagnose mechanical, hardware, software, and system failures using established procedures.
• Determine cost-effective repair solutions to minimize downtime.
• Prepare reports analyzing failure trends and service issues.
• Provide phone/remote support to achieve timely resolutions.
• Maintain spare parts for assigned customers and replenish kits as needed.
• Record service visits with detailed notes and parts used in systems.
• Keep technical documentation up to date for all products.
• Uphold safety and professional standards during all activities.
• Report activity via Salesforce/e-mail/expense reports for data accuracy.

Skills

Electro-mechanical Eng

PC-based systems

Client focus

Interpersonal comms

English fluency

Troubleshooting

Software & network repair

Mechanical problem-solving

Imaging systems

Onboarding training

MS Office

Salesforce (ERP)

Tools

Salesforce

Job description

Document Type: Job Description
Position Title: Field Service Engineer 2 (FSE 2)
Reports To: Field Service Manager
Revised: 05/27/2025

Company Overview

At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact—where a team of dedicated individuals goes above and beyond to make a real difference in people’s lives.
As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that’s truly making an impact in the healthcare industry, this is the perfect opportunity.
To make you a hero for your patients, we go the mile after the extra mile – We are the Solutionists of Solutech.

Functional Description

Operations apply to all field services (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possess a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineers get the support they need quickly and have confidence that the team is behind them. It is management’s commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team.
Success Is Defined And Measured With One Objective – REDUCE MEAN TIME TO REPAIR. “Mean Time To Repair” Is Defined As The Total Time (minutes/hours) Taken To Complete The Following Tasks

• Receive call
• Respond to site (travel)
• Troubleshoot issue
• Request/receive part(s)
• Fix machine issue
• Confirm issue resolution with the client

This role is designed for Engineers who are trained and fully qualified to perform tasks necessary to maintain assigned equipment to manufacturer specifications. They are responsible for establishing and maintaining trust in their primary accounts. We will invest from the start of employment to develop the employee from a professional and technical aspect.

The Core Responsibilities For This Position Include

• Perform on-site or in-house service, repair and/or installation of company-serviced products. This may include any aspect of field support, and is not limited to system hardware and software, PC’s, and networking/wireless networking
• Provide technical support to customers on operational or maintenance aspects of system equipment
• Serve as customer contact on technical and service-related problems
• Diagnose mechanical, hardware, software, and systems failures, using est. procedures
• Determine most cost-effective repair/resolution to minimize customer downtime
• Prepare reports for analysis of product failure trends and service ability issues
• Provide phone support/remote assistance to customers and to Field Service Engineers as required to achieve resolution of service needs in a timely manner
• Oversee and maintain spare parts for assigned customers including replenishing spare parts kits for contract customers to ensure operation of equipment according to technical and safety guidelines with the highest level of satisfaction
• Input detailed records of service visits into company information systems, including technical problems, actions taken and parts employed to correct these problems, to ensure updated customer maintenance information is available
• Maintain up-to-date technical documentation regarding all operating characteristics, design factors, and technical performance of assigned products
• Maintain a high degree of professional knowledge and safety consciousness according to guidelines to perform activities under the safest working conditions
• Report by means of Salesforce, e-mail, expense reports, etc. regularly to ensure accurate company statistical data on customer-oriented activities is available

Qualifications

Required qualifications include:

• Expert professional experience with electronic and electro-mechanical engineering, testing equipment used for verification, checkout and calibration of electronic equipment
• Knowledge and professional technical experience with micro-computers/PC based systems
• Client focused attitude
• Articulate and skilled in interpersonal communication; fluency in the local language and in English, both written and spoken
• Sound computer usage and debugging skills
• Ability to identify and repair routine software and network problems
• Proficient at diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks
• Identify and resolve simple imaging system defects
• Candidate must complete training plan as developed during onboarding or the annual evaluation process
• Familiar with business tools including E-mail, Microsoft Word, Excel, and PowerPoint

Preferred Qualifications Include

• Experience with Salesforce or equivalent ERP product and productivity software

Environmental And Physical Requirements

• Ability to lift 75 pounds
• Ability to stand for long periods of time
• Ability to travel, both domestically and internationally, for extended periods of time
• Dexterous ability to manipulate small objects
• Willing to work standard and non-standard hours as required to support the customers