Field Service Engineer II- New York metro area and New Jersey

The Opportunity 

We’re hiring a Field Service Engineer II within our Diagnostics Division. This is a field-based, remote role that covers the New York metro area and New Jersey.

As a Field Service Engineer II, you’ll support customers as a trusted technical expert, responsible for installing, maintaining, and troubleshooting diagnostic instruments while ensuring compliance and customer satisfaction. You’ll manage your territory, resolve complex issues, and partner cross-functionally to deliver exceptional service and achieve business goals. Your work ensures reliable diagnostics that directly impact patient care. 

What You’ll Work On 

• Install and Maintain Diagnostic Systems: Complete installations, preventive maintenance, and corrective repairs on assigned instruments to ensure optimal performance and compliance with quality standards. 

• Troubleshoot and Resolve Issues: Diagnose technical problems across multiple complex instruments, document resolutions accurately, and close service calls within defined timelines. 

• Own Customer Satisfaction: Manage customer issues from start to resolution or escalation, deliver superior service, and build strong relationships through proactive communication. 

• Manage Territory Effectively: Plan and prioritize service visits, maintain accurate inventory, and support on-call rotation, after-hour coverage, and travel for training or critical account support. 

• Ensure Compliance and Safety: Follow all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits. 

• Collaborate and Mentor: Partner with cross-functional teams to meet business goals and provide guidance to other Field Service Representatives to strengthen team capability. 

• Achieve Business Metrics: Meet targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts. 

• Continuous Improvement: Utilize remote support tools to maximize instrument uptime and maintain certifications through ongoing training and development. 

EDUCATION AND EXPERIENCE YOU’LL BRING  

Required:  

• Bachelor’s degree or equivalent relevant experience.  

• 2-5 years of experience in Engineering or Laboratory Technology.  

• Ability to travel 95% within the assigned territory.

Preferred:  

• Bachelor's degree in biomedical, Electrical, Mechanical Engineering, or Medical Technology. 

• Experience with instrumentation utilized in a laboratory environment is highly preferred. 

Experience Preferred:  

• Strong troubleshooting and problem-solving skills with laboratory instrumentation 

• Ability to work independently and thrive in team environments 

• Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting) 

• Effective communication and interpersonal skills.