Field Service Engineer (Medical Device)

Haemonetics Software Solutions; Maryland; On-site; USD 51,000 - 87,000; Full time

Job summary

Haemonetics Software Solutions is seeking a Field Service Engineer to support Blood Management Centers and hospitals onsite in the Baltimore area. The role involves device installation, preventive maintenance, repair, and base management within a defined territory.

Residency near Baltimore is required, with travel up to 75%. The position requires a technical engineering degree and 2–5 years in field service, plus strong communication and problem-solving skills.

Qualifications

• BS in Electrical/Electronic Engineering, Mechanical Engineering, or related degree.
• 2–5 years of technical field service experience.
• Excellent verbal and written communication skills.
• Good technical writing abilities.

Responsibilities

• Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems within defined territory.
• Understand installation process, spare parts management, issue resolution, and service operation metrics.
• Customer follow-up and ownership of product and service issues, acting as a focal point for troubleshooting.
• Interface between field organization and internal support by providing onsite technical assistance and coordinating new system placements.
• Provide technical direction and training on-site for operation, maintenance, and troubleshooting of equipment.
• Assist the quality team with data collection and timely reporting for performance analysis.
• Manage service parts inventory levels and ensure proper documentation in the service tool (SFDC).
• Edit, write, and modify Service and Training manuals and SOPs.

Skills

Field service experience

Verbal & written communication

Problem-solving

Technical writing

Education

BS in Electrical/Electronic Engineering or Mechanical Engineering

Job description

Pay Transparency:The pay range for this role is:$37.35-$63.45/HourlyThe base pay actually offered to the successful candidate will take into account, without limitation, the candidate’s location, education, job-knowledge, skills, and experience in prior relevant roles.Incentives may also be provided as part of Haemonetics’ employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company’s long-term incentive plan, with eligibility and target amount dependent on the role.In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, “flexible time off” for salaried employees and, for hourly employees, accrual of three to five weeks’ vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits.Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. – 5 p.m. ET or email [e-mail] are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.Job DetailsThe Field Service Engineer (FSE) will support the Blood Management Centers and Hospitals onsite in the field and provide ongoing customer support. This position is responsible for providing device installation, preventive maintenance, repair, basic installation base management in local territory. In this role will be required residency in or near Baltimore, Maryland within commuting distance to the airport. This is a Field Support role with flexibility to travel as needed (please see travel requirements).Essential Duties:Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territoryUnderstand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement.Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting. Work as a continuous customer interface to drive customer satisfaction.Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals.Provide general technical direction and assistance to the customer in the operation, maintenance, repair, logistics support, and field modify implement and installation equipment.Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions.Assist the quality team with data collection and timely reporting to facilitate performance analysis.Understand how the assigned program integrates with system.Manage service parts inventory levelsComplete all required documentation in service tool (SFDC) same day as serviceResponsible for editing, writing, and modifying Service and Training manuals and SOPsAll listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilitiesQualifications:BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience2-5 years relevant experience technical field service experienceAbility to travel up to 75% of timeMust be highly motivated and have strong problem-solving abilityExcellent verbal and written communications skillsMust have good technical writing abilitiesEEO Policy Statement