Field System Engineer - Baltimore, MD

Field Systems Engineer

The Field Systems Engineer (FSE) is responsible for attending to the service needs of bioMerieux customers within their assigned geographic territory, as well as nationally, on an as-needed basis, utilizing appropriate tools and test equipment. This position requires someone who is a self-starter, with the ability to deliver a best-in-class customer experience, while working remotely without direct supervision and able to conduct overnight travel on short-notice. Typical weekday travel is defined as daily customer visits not requiring overnight travel but expect daily driving of 50% or more. Weekend and Holiday rotational coverage is scheduled with the expectation of additional driving or flying within and / or outside of the standard assigned service region. Standard field service operations for customer support consists of approximately 15% of annual OnCall with the expectation of overnight travel when qualified on products. You will partner directly with a variety of Clinicians, Scientists, Technicians, Biomedical Engineers, and Lab Leadership to optimize the performance of bioMerieux's diverse product portfolio.

Primary Duties

Territory Management :

• Respond expediently to all requests for customer needs via professional written and / or verbal communications ensuring all instrument service requests are fulfilled within the assigned geographic territory and nationally, as needed.
• Demonstrate sound territory management skills and sound business judgement. Responsible for executing; installations, preventive maintenance, corrective maintenance, field actions, moves, upgrades, and equipment removals as needed, in order to meet customer and business objectives.
• Apply electronic, electro-mechanical, and computer skills to diagnose and repair instrument issues to the board or subassembly level ensuring all instruments operate per manufacturer specifications.
• Develop rapport with locally supported customer base, becoming a trusted advisor, while promoting the value and benefits of service agreements, other bioMerieux service offerings. Communicates potential sales opportunities to Sales and Marketing counterparts.
• Operate with a sense of teamwork and collaboration. Build relationships with local field service partners, as well as cross-functional partners (sales, contracts, technical support, and other bioMerieux team members) promoting efficiency and customer satisfaction.
• Responsible for customer outreach, utilizing bioMerieux's billable service offerings to achieve field service revenue objectives (preventative maintenance, equipment moves, upgrades, and other billable events).

Travel & On-Call :

Administrative Responsibilities :

Other Related Duties :

Training & Education

Experience Requirements

Knowledge, Skills & Abilities

Physical Requirements