Position Summary The Field Systems Engineer (FSE) is responsible for attending to 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: 60%
- Customer Service & Technical Execution: Promptly respond to customer needs and perform installations, maintenance, upgrades, and repairs using electronic and computer skills to ensure instruments meet specifications.
- Relationship Building & Sales Support: Build trust with customers, promote service agreements, and identify sales opportunities for cross-functional teams.
- Collaboration & Revenue Generation: Foster teamwork across service and support teams while driving field service revenue through billable offerings like preventive maintenance and equipment moves.
Travel & On-Call: 10%
- Training Travel: Attend 6–9 weeks of product training at Durham, NC or St. Louis, MO offices within the first year; future trainings occur as needed.
- Customer Visit Travel: Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
- On-Call Support: Participate in weekend/holiday on-call rotation (~every 5 weeks), requiring local phone availability and potential national travel for instrument support.
Administrative Responsibilities: 20%
- Documentation & Compliance: Timely and accurate completion of service work orders, QA checklists, and internal training requirements.
- Scheduling & Reporting: Maintain an up-to-date calendar of availability and submit travel expense reports regularly to avoid penalties.
- Fleet Management: Follow all company policies related to the use and upkeep of the assigned fleet vehicle.
Other Related Duties: 10%
- Asset & Inventory Management: Maintain spare parts inventory, company-issued vehicle, and all assigned equipment (e.g., laptop, tools, test devices) in good condition and per policy.
- Professional Development & Collaboration: Continuously improve technical and interpersonal skills, meet annual priorities, and collaborate with sales and applications teams to enhance customer experience.
- Strategic & Promotional Support: Represent bioMerieux professionally, support trade shows as needed, and provide feedback to Sales, Marketing, and Customer Service to help expand service capabilities
- Perform all work in compliance with company quality procedures and standards.
- Performs other duties as assigned.
Qualifications
Education and Training
- Bachelor degree in Engineering, Electronic Technology, Computer Science, Biomedical or other related discipline.
- 4 years related experience including military experience will be accepted in lieu of a bachelor's degree
- Have and maintain a valid driver’s license in state of residence
Experience
- 2+ years of related experience with degree in complex electro-mechanical, electronic, computer, electrical required
- 6+ years of related experience in lieu of degree in complex electro-mechanical, electronic, computer, electrical required
- Experience in troubleshooting and/or repair of biomedical, mechanical, electrical, vacuum systems, or similar systems strongly preferred
- Experience operating independently including managing schedules, customer expectations, and communications both internally and externally; prioritizing tasks; and resolving technical issues without direct oversight preferred
- Experience in a field service role preferred
- Experience with host/remote communications and network systems preferred
- Experience in the principles an