Job Description

The Field Service Engineer is responsible for maintaining, repairing, and servicing Therakos equipment within an assigned geographic territory. This role provides direct on-site support to customers, manages instrument installations, oversees service operations (including third-party service providers), and ensures compliance with regulatory requirements and company policies. The position requires troubleshooting technical issues, providing real-time telephone support, and collaborating with engineers and cross-functional teams. Significant travel is required, and the engineer must be flexible and able to respond effectively to urgent situations.

Responsibilities

• Provide direct on-site support to customers within the assigned geography and other territories as needed.
• Work primarily in hospital environments, including large academic medical center outpatient settings.
• Manage instrument installations in partnership with Clinical Services, Territory Managers, and customers.
• Manage service operations to meet or exceed established key performance indicators (KPIs), including oversight of third-party service providers.
• Perform scheduled preventive maintenance, hardware and software upgrades, and basic unscheduled repairs on Therakos systems.
• Troubleshoot technical issues related to Therakos instruments and collaborate with fellow engineers on complex problems.
• Complete required documentation accurately and in a timely manner in accordance with Standard Operating Procedures (SOPs).
• Ensure compliance with applicable regulatory requirements, healthcare compliance guidelines, and company policies.
• Investigate and resolve issues related to field complaints, ensuring timely follow-up and resolution.
• Provide real-time telephone technical support to hospital personnel, biomedical engineers, and third-party service providers.
• Travel with third-party service providers and fellow engineers to support skill development and service quality assessments.
• Coordinate service and repair visits with customers via phone and email.
• Confirm resolution of technical support issues and provide follow-up communication as appropriate.
• Maintain knowledge of new company products and services and provide technical expertise and end-user feedback when requested.
• Partner with management on customer service initiatives and continuous improvement efforts.
• Provide technical feedback and recommendations to customers as requested.

Significant travel: Up to 70%, some overnight

Requires the ability to lift and transport service tools and equipment, work in hospital and clinical environments, stand, walk, bend, and reach for extended periods, use hands and feet to operate equipment controls, travel frequently, and possess the visual and auditory capabilities necessary to perform equipment diagnostics, repairs, and customer support activities. Valid Drivers License.

Requirements

Education

• Bachelor's degree preferred in Medical Technology, Biomedical Engineering, or a related field.
• Technical certifications will also be considered.

Experience

• Minimum of two years of experience maintaining equipment, preferably within the medical device industry.

Skills

• Familiarity with Quality Systems and ISO regulations, including cGMP and ISO standards.
• Proficiency with Microsoft Office applications.
• Strong written and verbal communication skills, with the ability to effectively convey technical information.
• Experience with NetSuite, Master Control, or similar database systems preferred.
• Strong computer literacy.
• Customer-focused mindset with a collaborative team-oriented approach.
• Well-developed interpersonal, communication, and active listening skills.
• Strong analytical and technical aptitude with demonstrated troubleshooting capabilities.
• Ability to manage multiple priorities and adapt to urgent situations.
• Self-motivated with the ability to prioritize and coordinate service activities independently.
• Ability to build and maintain strong working relationships with diverse internal and external stakeholders.
• Ability to work effectively within cross-functional teams.
• Strong organizational and prioritization skills.
• Demonstrated enthusiasm, dedication, and commitment to high-quality work.
• Experience working in a regulated and/or global environment is highly desirable.

Benefits

• Competitive salary and benefits package
• Opportunities for professional development and career growth.
• Collaborative and innovative work environment.

Disclaimer:

The included statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.