Field Service Engineer (Chicago, IL)

Haemonetics - Downers Grove, IL

Full-time - Mid Level

Downers Grove, IL

Plastics and Rubber Products Manufacturing

About the position

Haemonetics is seeking a dedicated and skilled individual to join our team as a Field Service Engineer. This role is pivotal in ensuring the seamless operation of our blood management equipment through installation, troubleshooting, and customer training. The successful candidate will be responsible for providing on-site service and technical support, acting as a crucial link between our customers and internal support teams. The position requires a proactive approach to customer satisfaction, with a focus on resolving product and service-related issues efficiently. The Field Service Engineer will also play a key role in data collection and performance analysis, assisting the quality team in maintaining high standards of service delivery. In this dynamic role, you will be expected to manage your service territory effectively, which includes overseeing distributor service staff and maintaining service parts inventory levels. You will be responsible for editing and writing service manuals and standard operating procedures (SOPs), ensuring that all documentation is accurate and up-to-date. The position demands excellent communication skills, as you will be interfacing with customers, implementation teams, and sales personnel to promote upgrades and contract renewals. Your ability to work independently, as well as collaboratively with other staff members, will be essential in coordinating new system placements and developing leads. The role involves a significant amount of travel, approximately 75%, primarily by car, with occasional air travel. You will need to be physically capable of carrying a 50-pound tool case, as this is a requirement for the job. Haemonetics is committed to providing comprehensive training on our products, but we expect you to bring your technical skills and problem-solving abilities to the table. This position offers a unique opportunity to contribute to the safety and quality of blood supply through innovative medical devices, while also providing a challenging and rewarding career path.

Responsibilities

• Device new installation, troubleshooting onsite, training and phone fix the problem.
• 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.
• 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.
• Assist the quality team with data collection and timely reporting to facilitate performance analysis.
• Provide onsite service for a variety of blood management equipment.
• Interface between the field organization and internal support structure by providing timely onsite technical assistance to Customers, Implementation and Sales.
• Serve as a focal point for problem resolution assistance to subsidiary or distributor support.
• Responsible for editing, writing, and modifying Service and Training manuals and SOPs.
• Install, upgrade, repair, and maintain instrument systems in defined territory.
• Provide technical support to staff, contractors and customers.
• Manage the Service Territory including distributor's service staff.
• Respond to service requests and ensure customer satisfaction.
• Manage service parts inventory levels.
• Complete all required documentation in service tool (SFDC) same day as service.
• Provide timely and accurate reports as requested.
• Work in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades and contract renewals.
• Maintain routine contact with existing customer base.

Requirements

• Bachelor's degree in Engineering or equivalent military experience (Electrical/Electronic Engineering, Mechanical Engineering, or medical device engineering preferred).
• 2+ years field engineering experience desired.
• Familiarity with field alignments, electrical/electronics, or mechanical systems required.
• Computer literacy a must.
• Must be highly motivated and have strong problem-solving ability.
• Excellent verbal and written communications skills.
• Must have good technical writing abilities.
• Must be able to work independently and as a team player with field alignments, electrical/electronics, and mechanical systems.
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments which involved responsibility for similar work.