Field Service Engineer (Remote Chicago) - Quest Medical, Inc.

Summary

The Field Service Engineer plays a critical role in ensuring the optimal performance of Quest Medical instrumentation at customer sites. This position requires extensive professional experience in the maintenance and repair of medical devices, as well as exceptional interpersonal skills to foster strong relationships with customers. The Field Service Engineer is responsible for performing preventive maintenance, troubleshooting, and repairs, while also acting as the face of Quest Medical to ensure customer satisfaction. This role demands a high level of technical expertise, the ability to manage travel schedules independently, and a commitment to delivering outstanding service to hospital biomed teams and perfusionists.

General Duties and Responsibilities

• Travel to customer locations to perform routine preventive maintenance, upgrades, and repairs on Quest Medical instruments, ensuring they are in proper working order.
• Identify and isolate instrument malfunctions and take corrective action in the form of repair, following established procedures.
• Diagnose and perform root cause analysis for complex electronic equipment failures, implementing effective repair solutions.
• Ensure all customer and service instruments are in good working order.
• Represent Quest Medical in dealings with customers and ensure their satisfaction with the MPS instrument.
• Schedule and manage own travel arrangements, ensuring timely communication with customers beforehand.
• Communicate service/repair activities with customers, Field Service leadership, and other applicable Quest Medical team members.
• Travel 80-95% of the time.
• Provide feedback on improved methodologies for repair and maintenance tasks.
• Prepare detailed service reports, including work performed, parts used, and solutions implemented.
• Maintain accurate records of installations, repairs, and maintenance activities.
• Document all work performed and manage travel expenses, including reporting and receipts.
• Update work orders in the ERP system to ensure accurate tracking and timely completion of service activities.
• Provide feedback to engineering teams on product performance and potential improvements.
• Act as the face of the business to the customer, explaining how the device works to hospital biomed teams or perfusionists.
• Demonstrate strong interpersonal skills, being good with people and effectively explaining technical situations.
• Prioritize work to complete all paperwork in a timely fashion, ensuring that internal and external customers are not held up.

Qualifications

• Bachelor’s degree in engineering or Electronics, an associate’s degree in Electronics with 5-7 years of related experience, or 8+ years of electronic device experience.
• Experience in troubleshooting and repair of electronic/electro-mechanical assemblies of medical devices or instruments.
• Experience in diagnosing and root causing complex electronic equipment failures.
• Basic financial management skills to handle service-related expenses.
• Willingness to travel extensively for extended periods.
• Proximity to a major airport to facilitate frequent travel.
• Ability to work both independently and as part of a team, with guidance from more senior roles.
• Experience in dealing with internal team members and clinical personnel in a hospital setting.
• Proficiency in Microsoft Word and Excel, with the ability to work remotely.
• Skilled in using standard electronics tools such as DMM and DVM.
• Physical ability to lift to 65 lbs.
• Preferred: Experience with ESD, soldering, and working in FDA/ISO regulated environments.
• Preferred: Experience with ERP systems.