Field System Engineer - North Raleigh/Durham, NC

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. The FSE 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.

Position Duties

1. 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.
2. Relationship Building & Sales Support: Build trust with customers, promote service agreements, and identify sales opportunities for cross-functional teams.
3. Collaboration & Revenue Generation: Foster teamwork across service and support teams while driving field service revenue through billable offerings like preventive maintenance and equipment moves.
4. 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.
5. Customer Visit Travel: Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
6. On-Call Support: Participate in weekend/holiday on-call rotation (~every 5 weeks), requiring local phone availability and potential national travel for instrument support.
7. Documentation & Compliance: Timely and accurate completion of service work orders, QA checklists, and internal training requirements.
8. Scheduling & Reporting: Maintain an up-to-date calendar of availability and submit travel expense reports regularly to avoid penalties.
9. Fleet Management: Follow all company policies related to the use and upkeep of the assigned fleet vehicle.
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.
11. Professional Development & Collaboration: Continuously improve technical and interpersonal skills, meet annual priorities, and collaborate with sales and applications teams to enhance customer experience.
12. 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.
13. Perform all work in compliance with company quality procedures and standards.
14. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree required
• 2+ years of professional related experience in troubleshooting and/or repair of complex electro-mechanical, electronic, computer, electrical systems in commercial, industrial, or military setting required.
• Education Substitution:  In lieu of a Bachelor's degree, 6+ years of relevant experience, defined above, is required.
• Must have and maintain a valid driver’s license in state of residence.

Preferred Education, Training and Experience

• Experience in troubleshooting and/or repair of biomedical, vacuum systems, host/remote communications and network systems, or similar systems and in a clinical laboratory setting 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 in the principles and practices of laboratory operations preferred.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Detail orientation to complete tasks without errors and produce high-quality work.
• 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
• Troubleshooting issues to identify and resolve problems efficiently
• Demonstrates assertiveness and confidence in the face of a challenge
• Effective verbal, written and presentation skills.
• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
• Intermediate skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel

Working Conditions and Travel

• Physical requirements include: remaining in a stationary position for long periods, stair/ladder climbing, wearing PPE, operating heavy machinery, and lifting/moving up to 50 lbs.

• Travel requirement: 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 On-call with the expectation of overnight travel when qualified on products.
• Domestic travel: required up to 90% of the time
• Typical Regional travel (non-overnight): 50% Monday through Friday
• Weekend/Holiday rotational travel: up to 15% of the time