• 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
  • FSEs are required to travel to our Durham and St. Louis offices for scheduled product trainings. FSEs are expected to attend approximately six to nine (6-9) weeks of product trainings in one of our offices within the first 12 months of hire. After the first year, attendance at future trainings will be required on an as-needed basis. 
  • FSE Customer visits are typically planned in advance, but unscheduled travel will also be required. Geographically dispersed territories will have increased overnight travel requirements. National travel may be required as needed.
  • Weekend/Holiday on-call support is required on a rotating basis (approximately once every 5 weeks). On-call responsibilities include: Phone availability locally (8am-5pm) and ability to travel nationally to provide instrument support.
• Administrative Responsibilities:
  • Accurately complete instrument service work orders and all associated quality assurance checklists for each service event in a timely manner, documenting all activities completed at the customer site as well as any additional actions needed to resolve all customer concerns.
  • Complete all assigned internal training requirements within expected timelines.
  • Maintain an accurate calendar of scheduled events, including training classes and vacation, within the designated service management system to reflect available and non-available times. 
  • Submit travel related expense reports on a routine basis so as not to incur late fees or penalties.
  • Adhere to all guidelines and policies associated with managing company-provided fleet vehicle
• Other Related Duties:
  • Maintain and control ready on-hand spare parts inventory at levels compatible with repair activities and department financial objectives.
  • Strive for continuous self-improvement of knowledge of bioMerieux policies, procedures, inter-personal skills, as well as instrument service and operation techniques.
  • Maintain company issued vehicle to include routine cleaning and servicing per scheduled maintenance cycle.
  • Maintain and safeguard all company owned assets to include laptop, cell phone, iPad, hand tools and calibrated test equipment to facilitate daily job functionality.
  • Represent bioMerieux in a professional manner at all times through adherence to documented Standards of Performance.
  • Achieve or exceed all GPS assigned Priorities as established on an annual basis.
  • Partner with sales and applications counterparts to deliver the highest level of customer experience possible to existing and potential bioMerieux customers.
  • Provide support at trade shows on an as needed basis.
  • Provide feedback to the Customer Service Organization, Marketing and Sales on the functionality and performance of bioMerieux systems at customer sites.
  • Periodically work with Sales and Marketing to strategize and plan the expansion of the Service team in support of bioMerieux products.

Education, Skills, & Experience:

• High school diploma or GED required with 2+ years of relevant experience in troubleshooting and/or repair of biomedical, mechanical, electrical, or similar systems required OR   
  • Military experience or associate degree or higher in engineering or related discipline experience preferred.   
  • Biomedical training or an associate degree in an engineering discipline a plus.    
• Fundamental knowledge of the principles and practices of laboratory operations preferred.   
• Prior experience in Field Service is preferred
• Demonstrated ability to work on electro-mechanical, electronic, computer, electrical and vacuum systems.    
• Overnight travel is frequent and required to meet customer needs