Field Support Engineer Memphis, TN area Amazing Benefit Package Medical OEM

Berman Larson Kane; Memphis (TN); On-site; USD 63,000 - 82,000; Full time

Job summary

Berman Larson Kane is seeking a Field Support Engineer to deliver on-site and remote technical support for diagnostic medical equipment in the Memphis area. You will install, maintain, and repair instruments, train users, and ensure high levels of customer satisfaction.

The role requires strong troubleshooting, excellent communication, and the ability to travel up to 75% with a valid driver’s license. Collaborative teamwork with sales, service, and product teams is expected.

Qualifications

• High school or GED required; associate or technical certificate a plus; bachelor’s degree preferred.
• 3 years related experience diagnosing and repairing diagnostic equipment.
• Valid driver’s license and ability to travel up to 75%.
• Strong technical troubleshooting and customer-service skills.
• Ability to explain technical concepts clearly to customers.

Responsibilities

• Provide on-site and remote technical support for Medical OEM instruments and systems, diagnosing and resolving issues efficiently.
• Foster strong relationships with customers through active listening and professional service interactions.
• Prioritize service requests, manage workload, and ensure prompt resolution.
• Install instruments at customer sites and perform preventive maintenance to ensure full functionality.
• Troubleshoot, repair or replace parts and document service actions per SOP.
• Provide on-site training to end users and lab personnel on operation and maintenance.
• Maintain service records and comply with SOPs and regulatory guidelines.
• Collaborate with internal teams to improve service strategies and reports.

Skills

Technical troubleshooting

On-site service

Remote troubleshooting

Customer service

Communication skills

Problem solving

Documentation

Team collaboration

Time management

Travel readiness

Education

High School Diploma or GED

Associate's degree or Technical Certificate

Bachelor's degree preferred

Tools

Windows 10/7

NT and DOS

Database & Internet software

Job description

Field Support Engineer Memphis, TN area.

Ideal candidates for this position will be located area Memphis, TN

Medical OEM ‘s Field Service Engineers provide exceptional tehnical support and superior customer service for Diagnostic Medical OEM ‘s products. This role is critical in ensuring timely and effective service delivery, maintaining strong communication with customers, and demonstrating unwavering commitment to problem resolution. The ideal candidate is a proactive problem solver who thrives in a dynamic environment and is dedicated to ensuring the highest level of customer satisfaction.

Essential Duties & Responsibilities:

• Technical Support & Troubleshooting: Provide on-site and remote technical support for Medical OEM instruments and systems, diagnosing and resolving issues efficiently to minimize downtime.
• Customer-Centric Service: Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions.
• Timely Response & Resolution: Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly.
• Installs instruments at customer’s facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostic Medical OEM specifications.
• Preventive Maintenance & Installation: Perform installation, , maintenance, and repairs to ensure optimal performance of Medical OEM systems at customer sites, sales demos, trade shows, etc.
• Training & Education: Provide supplemental on-site training end users and laboratory personnel on proper operation, maintenance, and troubleshooting of instruments to enhance user confidence and system longevity.
• Continuous Follow-Through: Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process.
• Collaboration & Reporting: Work closely with internal teams, including technical support, sales, and product management, to share insights and improve service strategies.
• Documents and records information considered a part of the repair record, to include work orders, analyzer information, update information, etc., which must be completed in accordance with SOP timeliness and regulatory agencies.
• Analyzes, reviews and inspects findings to determine source of problem via telephone and/or on-site. Performs trouble shooting to repair, replace necessary parts, or other corrective action to ensure optimal operation on analyzers per SOP.
• Compliance & Documentation: Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations.
• Service Contract Promotion: Assist in identifying opportunities for service contracts and extended service agreements, educating customers on available options to enhance their support experience and system performance.
• Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP.
• Special projects/tasks as assigned by RFSM.
• Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities.
• Provides technical assistance/ troubleshooting as required.
• Fosters teamwork by supporting all necessary Medical OEM departments in the goal of improving internal cooperation and customer satisfaction.

Education & Requirements:

• High School or (GED) required. Associates Degree or Certificate from Technical School a plus. Bachelor’s from 4 year college or university preferred.
• 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.
• Valid Driver’s License.
• Strong technical troubleshooting and problem-solving skills.
• Excellent customer service and communication skills, with the ability to explain complex technical concepts in a clear, user-friendly manner.
• To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.
• Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment.
• Willingness to travel extensively within the assigned territory and occasionally beyond. Up to 75% overnight travel may be required depending on territory. Occasional weekend/holiday on-call coverage for the region.
• Ability to travel by common air carrier, or rental car as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.

We offer an extensive benefit and compensation package that includes medical, dental, vision, FSA, 401k, PTO, life and disability insurance, as well as a comprehensive leave program. Pay anticipated for this position in Ohio is from $63,000-$82,000, depending on a number of factors. This role is also anticipated to be eligible to participate in a bonus plan and an automobile plan which are associated with this position. In the ordinary course of business, compensation and benefits programs may change based upon the Company’s needs.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or other characteristics protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities