Job Description

Job Title: Field Service Engineer

Reports To: Manager - Service Operations

Group/Division: SDGMBD

Position Location: Field Based - Chicago

Day/Shift (if applicable): Day

FLSA Status (Exempt/Non-Exempt): Non Exempt

Relocation (if applicable): No

Position Summary:

The Field Service Engineer (FSE) will be responsible for providing laboratory instrument repairs, upgrades, troubleshooting, installation, and preventative maintenance in the field. Field Service Engineer will also have the responsibility to manage an assigned territory and provide service in other territories if needed.

Key Responsibilities:

* Perform repairs, preventive maintenance, upgrades and installs of laboratory instrumentation
* Must have excellent customer interface skills and be responsible for customer satisfaction in assigned territory
* Responsible for maintaining inventory and administrative records in a timely manner
* Assist in the development and improvement of service processes and information
* Joint territory management with the Area Account Managers
* Assist other Field Service Engineers in problem resolution and territory management
* Provide account status and service visit reports to the manager
* Manage and troubleshoot complex technical issues with hardware, firmware and software
* Must be proactive in resolving instrument issues before they become chronic by determining a root cause and course of action
* Responsible for sale of parts and labor
* Comply with local management policies for access to facilities in assigned territory
* Remain current on equipment/tools through appropriate training, manuals, technical bulletins and other relevant materials
* Ensure proper communication and/or documentation for product complaints per SOP
* Must be able to maintain records and reports as required, coordinate activities with peers, manager and customers to minimize equipment downtime and interruptions

In addition, other duties may be assigned as the business need warrants.

Minimum Requirements/Qualifications:

* Must have associates degree in electronics, engineering, biomedical technology or other applicable field of study. Bachelors degree in engineering or technology preferred
* Minimum 2 years of relevant experience with related science, engineering and/or customer skills
* Ability to manage a large territory and perform service training, customer training, support and repair of laboratory equipment

Non-Negotiable Hiring Criteria:

* Must be able to travel at least 75% with overnight stays
* May be required to travel to customer sites with as little as 24 hours notice
* Must be able to take at least 10 paid on-call weekends in a year
* Must be able to lift up to 50 pounds on a routine basis

This position has not been approved for Relocation Assistance.