The Associate Field Service Engineer provides all-round technical support to internal and external users of Biocartis products.
The Associate Field Service Engineer is responsible for on-site repair of Biocartis equipment and performing preventative maintenance of Biocartis equipment as needed.
Accountabilities
• Provide direct support to customers on hardware, software and connectivity solutions – remotely (telephone and email), and on site.
• Provide support to the Molecular Technical Specialist team on hardware, software and connectivity solutions.
• Collaborate extensively internally and externally to troubleshoot and resolve hardware, software, and connectivity-related issues, efficiently and with a fast response time, in order to create an excellent customer experience.
• Monitor the US Customer Support shared mailbox day-to-day, addressing inquiries promptly and escalating as needed for further investigation or complaint handling.
• Track and execute preventative maintenance schedules in a timely manner.
• Assist the Molecular Technical Specialist team with installations as required.
• Support field repair and repair depot activities, including repair, preventive maintenance, rework, overhaul and refurbishment.
• Support the organization of tasks within the repair depot to maintain an efficient workplace.
• Plan and deliver hardware and software installations and updates.
• Collaborate with the marketing team on launch activities related to software and connectivity solutions.
• Gather customer feedback on existing or potential Biocartis products.
This role involves business travel (80%, predominantly US domestic) and requires the candidate to be based in the vicinity of Itasca, Illinois.
Profile requirements
- Bachelor or Master degree in a scientific orientation or equivalent through experience/training;
- Open to recent graduates with a strong interest in the pharmaceutical, medical devices, or diagnostics industry;
- Good troubleshooting abilities;
- Basic knowledge of computer networking;
- Good Documentation Practices;
- Proficient in Microsoft Office applications (i.e., Word, Excel, PowerPoint, Outlook, etc.) and spreadsheet software;
- Experience with Salesforce CRM is a plus;
- Knowledge of ISO 13485 is a plus;
- Understanding of CLIA/CAP documentation requirements is a plus;
- Awareness of HIPAA obligations and personal data confidentiality is a plus;
- Excellent verbal/written English communication skills.
Our offering
Biocartis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.
Biocartis complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Biocartis in the U.S.