Field Service Engineer - Medical Device/Diagnostics - Queens/Jamaica NY Territory

Werfen; New York (NY); Vor Ort; USD 52.000 - 63.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid vacation

Paid sick leave

Zusammenfassung

Werfen is seeking a Field Service Engineer to install, service, and maintain advanced diagnostic instruments in the Queens/Jamaica NY area. The role emphasizes preventing downtime, customer satisfaction, and accurate service reporting.

Ideal candidates have an electronics/biomedical background, strong problem-solving skills, and readiness for up to 90% travel with overnight stays. Werfen offers a comprehensive benefits package and career growth opportunities.

Qualifikationen

• Associates degree (or equivalent) in Electronics, Medical Technology, Biomedical Engineering or related training.
• Minimum of 3 years in a technical/support role.
• Experience with Windows operating systems.
• Knowledge of Lab Information Systems is a plus.
• Willingness to participate in rotation on-call coverage.
• Ability to travel extensively (up to 90% travel, including overnight).

Aufgaben

• Provides on-site installations, repairs, preventative maintenance, and product enhancement service on Werfen instruments.
• Diagnoses, analyzes, troubleshoots, and isolates instrument issues to determine corrective actions.
• Escalates unresolved technical issues to the appropriate channels.
• Liaises with customers with professionalism and timely follow-up.
• Delivers high-level customer service to maintain relationships and retention.
• Advises customers on instrument orientation, maintenance and troubleshooting.
• Collaborates with Sales and Applications teams to share information and leads.
• Ensures compliance with Quality and Regulatory policies and documents service records promptly.
• Oversees service inventory and adheres to travel/expenditure guidelines.

Kenntnisse

Organizational skills

Time management

Communication

Independence

Teamwork

Ausbildung

Associates degree or equivalent

Tools

Lab Information Systems

Microsoft Office 365

Jobbeschreibung

Field Service Engineer - Medical Device/Diagnostics - Queens/Jamaica NY Territory

Field - New York - New York City - New York City, New York United States

Country

United States

Shift

1st

About the Position

Introduction

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Overview

Job Summary

The Field Service Engineer builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.

This position will focus on our Hemostasis install base. This territory will focus on the Queens/Jamaica area of NY.

Candidates with previous experience in field service focused on complex medical device and/or laboratory diagnostic instruments will be strongly considered. Other professions of interest would be candidate from a hospital or reference lab (MLT, MT, Etc.) that have experience with the preventative maintenance, troubleshooting of diagnostic instruments. We will also strongly consider candidates with military experience working on complex systems.

Responsibilities

Key Accountabilities

• Provides customer support with routine on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
• Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
• Escalates and communicates unresolved technical issues.
• Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
• Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
• Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
• Collaborate and communicate with all Commercial Operations colleagues such as the Sales and Applications roles, sharing customer situations, product information and lead generations.
• Promotes service contracts and follows-up on service contract renewal through customer relationships.
• Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records. And responsible for documenting, professional, complete, and accurate service records, and activities in a customer facing service report in a timely manner.
• Responsible for the oversight, optimization and accuracy of assigned Service Inventory.
• Follows company travel/expenditure and time reporting guidelines, timely submission of expense and time reporting.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key RelationshipsTo be determined based on department needs, to include interactions such as:

• Client Services
• Strategic Business Unit: World Wide Service

Qualifications

Minimum Knowledge & Experience required for the position:

• Education:
  • Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
• Experience:
  • Minimum of 3 years of experience in a technical/support role (industry, military and/or customer facing).
• Additional Skills/Knowledge:
  • Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
  • Working knowledge of Lab Information Systems and computer network connectivity a plus.
  • Ability to participate in rotational on-call coverage to provide support as required.
  • Ability to work extended and flexible workdays to ensure customer interactions are resolved.
  • Working knowledge of Microsoft Office 365 preferred.
  • Solid technical knowledge on two Werfen instrumentation platforms.

Skills & Capabilities:

• The ideal candidate for this position will exhibit the following skills and capabilities:
  • Strong Organizational and Time Management Skills | Ability to Triage & Prioritize | Work Under Pressure | Exercise Good Judgement.
  • Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
  • Technically and process oriented.
  • Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
  • Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.
  • Ability to lift up to 50 lbs.

Travel Requirements:

• Up to 90% travel to cover assigned territory.Variable based on assigned territory
• Up to 30% of overnight travel is required.
• Minimum of 70% overnight travel is required.
• Up to 30% of overnight travel is required
• Transfusion:
  • Up to 30% of overnight travel is required.
• Valid driver’s license required.

The annual base salary range for this role is currently $38.00/hr. to $46.00/hr. range. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.

This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave.Our sales roles are eligible for participation in a commission plan and our management,and select professional roles,are eligible for a performance-based bonus.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact [e-mail] for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.