Flow Cytometer Systems Field Service Engineer

About the Role

We are looking for a skilled and motivated Flow Cytometer Systems and Cell Sorting equipment Field Service Engineer to join our team. In this role, you will provide exceptional technical support and repairs, troubleshooting Cytometry Systems and accessory equipment in clinical settings. You will collaborate closely with healthcare professionals to ensure our systems perform optimally and reliably.

What You'll Do

• Strong understanding of service documentation processes

• Equipment Calibration

• Experience with data gathering and service goal monitoring

• Familiarity with automation systems and robotics

• Excellent problem-solving and troubleshooting skills

• Strong communication and interpersonal skills

• On-Site-Support

Other Responsibilities

• Perform onsite installation, modification and maintenance of flow cytometer systems and Cell Sorting equipment

• Install instruments at customer facilities, etc., ensuring full functionality according to specifications

• Installation, diagnosis and repair services on a wide array of laboratory instrumentation

• Provide onsite support for all digital products, including installation and initial configuration of various middleware/instrumentation configurations

• Document and record repair information, including work orders, analyzer information, and updates, in accordance with SOP timelines and regulatory requirements

• Maintain accurate records of service activities and customer interactions

• Analyze, review, and inspect findings to determine the source of problems via telephone and/or on-site; perform troubleshooting to repair or replace necessary parts

• Coordinate problem resolution to expedite repairs, minimize downtime, and drive customer satisfaction

• Adhere to all company policies and procedures

• Serve as a communication link between the customer and the company to ensure effective service

• Manage company resources and equipment, such as parts, tools, and trunk stock, effectively

• Escalate all open or recurring issues promptly for resolution per SOP

• Drive high-level customer satisfaction through successful completion of field service duties and responsibilities

• Provide technical assistance and troubleshooting as required

• Foster teamwork by supporting all necessary departments to improve internal cooperation and customer satisfaction

Operational Excellence:

• Actively supports change initiatives to improve efficiency, productivity, and the execution of business commitments.

• Manages all company assets effectively and responsibly.

• Performs Corrective Maintenance, Installation Implementation, and performance assurance within targeted timelines.

What We're Looking For

Required Competencies:

• Customer-first attitude

• Excellent written and verbal communication and documentation skills

• Professional manner and superior soft skills

• Excellent computer, PC, and internet skills

• Ability to express sympathy, empathy, and patience

• Solid technical knowledge and experience in engineering fundamentals

• Work collaboratively, sharing knowledge and experience; works on assignments that are technical in nature, requiring some judgment; has a role in decision-making to provide the customer the right solution.

• Logical problem solver able to work independently

• Strong work ethic with proven dependability

• Recognize new technologies and adapt to daily working

• Understand the areas of empowerment and when to escalate through appropriate channels

• Take ownership and be accountable for own actions

• Determine the most cost-effective repair/solution to minimize customer downtime.

Education & Experience:

• Associate Degree in Biomedical Engineering or equivalent desired (Biomedical Engineering Technologies. Preferably in an engineering or science-related qualification)

• Comprehensive PC skills (e.g., experience with Microsoft Windows and Office software applications)

• 1 year experience within an engineering, medical, or science-related environment preferred

• At least 2-3 years of experience in a servicing role and customer-facing role experience

Physical Demands and Work Environment:

• Job operates in the hospital/medical environment.

• Potential exposure to hazardous physical,