Director Field Service Jobs in Raleigh, NC (NOW HIRING)

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%

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.

Travel & On-Call: 10%

1. 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.
2. Customer Visit Travel: Travel includes both scheduled and unscheduled visits, with increased overnight stays for wide territories and occasional national travel.
3. 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%

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

Other Related Duties: 10%

1. 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.
2. Professional Development & Collaboration: Continuously improve technical and interpersonal skills, meet annual priorities, and collaborate with sales and applications teams to enhance customer experience.
3. 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
4. Perform all work in compliance with company quality procedures and standards.
5. 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

1. 2+ years of related experience with degree in complex electro-mechanical, electronic, computer, electrical required
2. 6+ years of related experience in lieu of degree in complex electro-mechanical, electronic, computer, electrical required
3. Experience in troubleshooting and/or repair of biomedical, mechanical, electrical, vacuum systems, or similar systems strongly preferred
4. Experience operating independently including managing schedules, customer expectations, and communications both internally and externally; prioritizing tasks; and resolving technical issues without direct oversight preferred
5. Experience in a field service role preferred
6. Experience with host/remote communications and network systems preferred
7. 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 bioMerieux 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

Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMerieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [emailprotected].
BioMerieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMerieux's or its affiliates' application process by contacting us via telephone at (385) 770-1132, by email at [emailprotected], or by dialing 711 for access to Telecommunications Relay Services (TRS).