Field Service Engineer (Medical Device) (Atlanta, GA based Field role))

Summary

Haemonetics is seeking a Field Service Engineer to support blood management centers and hospitals in the field. The role is responsible for device installation, preventive maintenance, repairs, customer support, technical training, service documentation, and inventory management across a local territory.

Responsibilities

• Respond to service requests and ensure customer satisfaction: install, upgrade, repair, and maintain instrument systems in defined territory
• Understand the process of operation such as installation, spare parts management, issues resolution, and service operation measurement
• Customer follow-up and ownership of all product and service related issues acting as a focal point for troubleshooting. Work as a continuous customer interface to drive customer satisfaction
• Interface between the field organization and internal support structure by providing timely onsite technical assistance, coordinating new system placements, develop leads, promote upgrades and contract renewals
• Provide general technical direction and assistance to the customer in the operation, maintenance, repair, logistics support, and field modify implement and installation equipment
• Provide technical assistance to customer(s) through on-site guidance and training in proper operation, maintenance and trouble-shooting of program and ground support equipment, including the use and proper interpretation of data and technical instructions
• Assist the quality team with data collection and timely reporting to facilitate performance analysis
• Understand how the assigned program integrates with system
• Manage service parts inventory levels
• Complete all required documentation in service tool (SFDC) same day as service
• Responsible for editing, writing, and modifying Service and Training manuals and SOPs
• All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities

Skills

• In this role will be required residency in or near Atlanta, GA within commuting distance to the airport
• This is a Field Support role with flexibility to travel as needed (please see travel requirements)
• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
• 2-5 years relevant experience technical field service experience
• Ability to travel up to 75% of time
• Must be highly motivated and have strong problem-solving ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities

Qualifications

Must Haves

• In this role will be required residency in or near Atlanta, GA within commuting distance to the airport
• This is a Field Support role with flexibility to travel as needed (please see travel requirements)
• BS in Electrical/Electronic Engineering, Mechanical Engineering, related degree with knowledge in the biotechnology/biomedical industry, or applicable military experience
• 2-5 years relevant experience technical field service experience
• Ability to travel up to 75% of time
• Must be highly motivated and have strong problem-solving ability
• Excellent verbal and written communications skills
• Must have good technical writing abilities

Benefits

• For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms.
• For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms.
• Employees may also be eligible to participate in the Company’s long-term incentive plan, with eligibility and target amount dependent on the role.
• A 401(k) with up to a 6% employer match and no vesting period
• An employee stock purchase plan
• “Flexible time off” for salaried employees
• For hourly employees, accrual of three to five weeks’ vacation annually (based on tenure)
• Accrual of up to 64 hours (annually) of paid sick time
• Paid and/or floating holidays
• Parental leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Health and welfare benefits