Position Summary

The Field Systems Engineer (FSE) is responsible for attending to service needs of bioMerieux customers within their assigned geographic territory, as well as nationally, on an as-needed basis, utilizing appropriate tools and test equipment. This position requires someone who is a self-starter, with the ability to deliver a best-in-class customer experience, while working remotely without direct supervision and able to conduct overnight travel on short-notice. Typical weekday travel is defined as daily customer visits not requiring overnight travel but expect daily driving of 50% or more. Weekend and Holiday rotational coverage is scheduled with the expectation of additional driving or flying within and/or outside of the standard assigned service region. Standard field service operations for customer support consists of approximately 15% of annual OnCall with the expectation of overnight travel when qualified on products. You will partner directly with a variety of Clinicians, Scientists, Technicians, Biomedical Engineers, and Lab Leadership to optimize the performance of bioMerieux’s diverse product portfolio.

Primary Duties

Territory Management: 60%

• Customer Service & Technical Execution: Promptly respond to customer needs and perform installations, maintenance, upgrades, and repairs using electronic and computer skills to ensure instruments meet specifications.
• Relationship Building & Sales Support: Build trust with customers, promote service agreements, and identify sales opportunities for cross-functional teams.
• Collaboration & Revenue Generation: Foster teamwork across service and support teams while driving field service revenue through billable offerings like preventive maintenance and equipment moves.

Travel & On-Call: 10%

• Training Travel: Attend 6–9 weeks of product training at Durham, NC or St. Louis, MO offices within the first year; future trainings occur as needed.
• Customer Visit Travel: Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
• On-Call Support: Participate in weekend/holiday on-call rotation (~every 5 weeks), requiring local phone availability and potential national travel for instrument support.

Administrative Responsibilities: 20%

• Documentation & Compliance: Timely and accurate completion of service work orders, QA checklists, and internal training requirements.
• Scheduling & Reporting: Maintain an up-to-date calendar of availability and submit travel expense reports regularly to avoid penalties.
• Fleet Management: Follow all company policies related to the use and upkeep of the assigned fleet vehicle.

Other Related Duties: 10%

• Asset & Inventory Management: Maintain spare parts inventory, company-issued vehicle, and all assigned equipment (e.g., laptop, tools, test devices) in good condition and per policy.
• Professional Development & Collaboration: Continuously improve technical and interpersonal skills, meet annual priorities, and collaborate with sales and applications teams to enhance customer experience.
• Strategic & Promotional Support: Represent bioMerieux professionally, support trade shows as needed, and provide feedback to Sales, Marketing, and Customer Service to help expand service capabilities
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Qualifications

Education and Training

• Bachelor degree in Engineering, Electronic Technology, Computer Science, Biomedical or other related discipline.
• • 4 years related experience including military experience will be accepted in lieu of a bachelor's degree
• Have and maintain a valid driver’s license in state of residence

Experience

• 2+ years of related experience with degree in complex electro-mechanical, electronic, computer, electrical required
• 6+ years of related experience in lieu of degree in complex electro-mechanical, electronic, computer, electrical required
• Experience in troubleshooting and/or repair of biomedical, mechanical, electrical, vacuum systems, or similar systems strongly preferred
• Experience operating independently including managing schedules, customer expectations, and communications both internally and externally; prioritizing tasks; and resolving technical issues without direct oversight preferred
• Experience in a field service role preferred
• Experience with host/remote communications and network systems preferred
• Experience in the principles and practices of laboratory operations preferred

Knowledge, Skills, and Abilities

• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Technical skills with mastery level commensurate to the job level, marked by specialization and innovation in the field of work.
• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
• Learning agility to be able to learn from experiences and apply that knowledge to new situations.
• Manage and meet competing deadlines, requiring careful prioritization and time management to ensure all tasks are completed on time.
• Detail orientation to complete tasks without errors and produce high-quality work.
• Make timely decisions by quickly choosing effective solutions in high-pressure situations for optimal outcomes
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Organizing work and resources efficiently to ensure smooth operations
• Practicing time management to allocate tasks, balance priorities, and meet deadlines efficiently
• Troubleshooting issues to identify and resolve problems efficiently
• Demonstrates assertiveness and confidence in the face of a challenge
• Solution oriented in the face of conflict
• Action Oriented: Takes action even when facing challenges
• Perseverance: Demonstrates perseverance and a focus on outcomes
• Ability to cooperate with others at all levels including leadership
• Written Communications - including the ability to communicate technical data in written form
• Effective verbal communication skills
• Easily accessible and open to communication
• Build and maintain positive, productive interactions with colleagues
• Fosters a culture of inclusiveness among all team members
• Participate in a way that enhances team performance and cohesion.
• Consistently uphold and reflects the core ethical principles and values that bioMérieux promotes
• Maintain composure by having the skill of staying calm, focused, and professional in high-pressure or stressful situations.
• Emotional intelligence by having the ability to recognize, understand, and manage one's own emotions, as well as the emotions of others.

Working Conditions and Physical Requirements

• Ability to remain in stationary position, often standing, for prolonged periods
• Ability to ascend/descend stairs, ladders, ramps, and the like
• Ability to wear PPE correctly most of the day
• Ability to operate heavy machinery
• Ability to adjust or move objects up to 50 pounds in all directions
• Domestic travel required up to 90% of time