Field Service Engineer II

Haemonetics

Full-time

Plastics and Rubber Products Manufacturing

About the position

Haemonetics is seeking a dedicated and skilled individual to join our team as a Technical Support Specialist. In this role, you will be instrumental in interfacing between our field organization and internal support structure, providing timely onsite technical assistance to our customers, implementation teams, and sales personnel. Your primary responsibility will be to serve as a focal point for problem resolution assistance, ensuring that our subsidiary or distributor support teams have the resources they need to succeed. You will be responsible for editing, writing, and modifying Service and Training manuals and Standard Operating Procedures (SOPs) to ensure clarity and compliance with our operational standards. Additionally, you will install, upgrade, repair, and maintain instrument systems within your defined territory, providing technical support to staff, contractors, and customers alike. Managing the service territory will also involve overseeing distributor service staff, responding to service requests, and ensuring customer satisfaction at all times. Your role will require you to manage service parts inventory levels effectively and complete all required documentation in our service tool (SFDC) on the same day as service. You will also be expected to provide timely and accurate reports as requested, working in conjunction with other staff to coordinate new system placements, develop leads, promote upgrades, and facilitate contract renewals. Maintaining routine contact with our existing customer base is essential, as is the accurate completion of weekly expense reports. All listed tasks and responsibilities are deemed essential functions of this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Responsibilities

• Assist with interfacing 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.
• Edit, write, and modify 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.
• Accurately complete expense reports weekly.

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 in a similar role.
• Highly motivated with strong problem-solving ability.
• Excellent verbal and written communication skills.
• Good technical writing abilities.
• Ability to work independently and as a team player.
• Computer experience and literacy are a must.
• Familiarity with field alignments, electrical/electronics, and mechanical systems.
• Knowledge and skills typically acquired through previous positions in fast-paced corporate environments.