Field Service Engineer - Medical Device/Diagnostics - New Jersey Territory
Werfen
Summary
The Field Service Engineer builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets. This position will focus on our Hemostasis install base. This territory will focus on the lower two thirds of New Jersey. Candidates must live in territory or be willing to relocate within territory.
Job description
Key Accountabilities
- Provides customer support with routine on-site visits to perform and complete installations, cost effective repairs, preventative maintenance, and product enhancement service activities on Werfen instruments and systems.
- Diagnoses, analyzes, troubleshoots, and fault isolates instrument symptoms and issues to determine failure and implement thorough corrective action.
- Escalates and communicates unresolved technical issues.
- Acts as company liaison with customers by demonstrating the highest level of professionalism, commitment, communication, and follow-up.
- Delivers a high level of customer service to build and maintain customer relationships to ensure customer retention.
- Advises customers regarding the proper orientation, maintenance and troubleshooting of Werfen instruments and systems.
- Collaborate and communicate with all Commercial Operations colleagues such as the Sales and Applications roles, sharing customer situations, product information and lead generations.
- Promotes service contracts and follows-up on service contract renewal through customer relationships.
- Ensures compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions and records.
- Responsible for documenting, professional, complete, and accurate service records, and activities in a customer facing service report in a timely manner.
- Responsible for the oversight, optimization and accuracy of assigned Service Inventory.
- Follows company travel/expenditure and time reporting guidelines, timely submission of expense and time reporting.
- Performs other duties and responsibilities as assigned.
Minimum Knowledge & Experience required for the position
Education: Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
Experience: Minimum of 3 years of experience in a technical/support role (industry, military and/or customer facing).
Additional Skills/Knowledge
- Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
- Working knowledge of Lab Information Systems and computer network connectivity a plus.
- Ability to participate in rotational on-call coverage to provide support as required.
- Ability to work extended and flexible workdays to ensure customer interactions are resolved.
- Working knowledge of Microsoft Office 365 preferred.
- Solid technical knowledge on two Werfen instrumentation platforms.
Skills & Capabilities
- Strong Organizational and Time Management Skills
- Ability to Triage & Prioritize
- Work Under Pressure
- Exercise Good Judgement
- Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
- Technically and process oriented.
- Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
- Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.
- Ability to lift up to 50 lbs.
Travel Requirements
Up to 90% travel to cover assigned territory. Variable based on assigned territory. Acute Care Diagnostics: Up to 30% of overnight travel is required. Autoimmunity Diagnostics: Minimum of 70% overnight travel is required. Hemostasis: Up to 30% of overnight travel is required. Transfusion: Up to 30% of overnight travel is required. Valid driver’s license required.
Requirements
- Associates degree in Electronics, Medical Technology, Biomedical Engineering or related industry training required. Equivalent experience in lieu of a degree will be considered.
- Minimum of 3 years of experience in a technical/support role (industry, military and/or customer facing).
- Working knowledge of personal computers and Windows operating systems; legacy up to current version preferred.
- Working knowledge of Lab Information Systems and computer network connectivity a plus.
- Ability to participate in rotational on-call coverage to provide support as required.
- Ability to work extended and flexible workdays to ensure customer interactions are resolved.
- Working knowledge of Microsoft Office 365 preferred.
- Solid technical knowledge on two Werfen instrumentation platforms.
- Strong Organizational and Time Management Skills
- Ability to Triage & Prioritize
- Work Under Pressure
- Exercise Good Judgement
- Ability to communicate effectively to/with a variety of audiences: customers, peers, management.
- Technically and process oriented.
- Ability to work independently, managing assigned territory with minimal direction to achieve daily goals.
- Ability to work in a team environment, collaborate with colleagues to achieve Area(s) and National goals.
- Ability to lift up to 50 lbs.
- Up to 90% travel to cover assigned territory.
- Valid driver’s license required.
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Vacation
- Sick Leave
- Performance-Based Bonus
Company overview
Werfen is a global leader in specialized diagnostics, founded in 1966 in Barcelona, Spain as a family-owned innovative company. The organization has established itself as a worldwide authority in five key clinical areas: Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant diagnostics. With headquarters in Barcelona and technology centers strategically located in the United States and Europe, Werfen operates directly in 30 countries and serves more than 100 territories through distributors. The company achieved remarkable financial performance with worldwide sales exceeding €2.2 billion in 2024, supported by a workforce of over 7,000 employees globally. Werfen's comprehensive portfolio includes advanced diagnostic systems, reagents, laboratory automation solutions, and point-of-care testing platforms that enable healthcare providers to deliver precise and timely patient care. Their innovative technologies span from blood gas analyzers with hemolysis detection capabilities to automated immunoassay systems and specialized diagnostic assays. As a vertically integrated diagnostics company, Werfen maintains complete control over research, development, manufacturing, and distribution, ensuring quality and reliability across their product lines while continuously advancing diagnostic science to address critical healthcare challenges worldwide.