Field Service Representative

Location: Hybrid

Position Summary

• Department: Tech
• Reports to: Scientific Product Manager

The Field Service Representative is responsible for installing, maintaining, troubleshooting, and repairing medical devices to ensure optimal performance and compliance with industry standards. This role demands biomedical knowledge, technical expertise in the area of medical devices related to the field of hemostasis, strong problem-solving skills, and a customer-focused approach to support laboratory professionals and facilities.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Installation and Setup: Install and configure medical instrumentation at client sites, ensuring proper functionality and adherence to specifications.
• Maintenance: Perform regular preventative maintenance to ensure the reliability and longevity of medical devices.
• Troubleshooting and Repairs: Diagnose and resolve technical issues, minimizing equipment downtime and ensuring optimal performance.
• Customer Support: Provide technical guidance and training to customers on the proper use and maintenance of equipment.
• Compliance: Ensure all services and repairs comply with regulatory standards and manufacturer guidelines.
• Documentation: Maintain detailed service records, including maintenance logs, repair reports, complaints, and client interactions.
• Inventory Management: Monitor and manage spare parts and tools inventory to ensure timely repairs and maintenance.
• Collaboration: Work closely with sales, marketing, engineering, and customer support teams to address client needs and feedback.
• Demonstrations: Conduct instrument demonstrations for customers both on video and in person.
• Conferences: Attend trade shows to provide technical information and assist with regulatory compliance in promotional activities.

Other Duties

• Handle other projects, duties and responsibilities as assigned.

Travel Requirements

• Up to 50% travel may be required.

Minimum Qualifications

Education and Experience

• Bachelor’s degree with 2 years of experience or a Master’s in Biomedical Sciences, Biomedical Engineering, or a related field.

Essential Skills

• Proficient in using diagnostic tools, technical manuals, and software applications.
• Proficient in the use of MS Office.
• Outstanding verbal and written communication and interpersonal abilities.
• Excellent problem-solving skills with the ability to work under pressure and meet deadlines.
• Strong communication and interpersonal skills to interact effectively with clients and team members.

Technology

• Microsoft Office 365 – Word, Excel, PowerPoint, Outlook

Attributes

• Must have strong work ethic, and a reputation for the highest degree of integrity and mature business judgment.
• Strong ability to collaboratively engage with leaders of the company and customers to create, identify, and implement solutions to further the effectiveness of the business.
• Has strong ability to generate ideas; show creativity and provide solutions.
• Has little need for close management supervision and direction and is comfortable and effective in an informal operating environment.
• Must be able to work with diverse employees, partners and customers from all parts of the world.
• Ability to professionally maintain composure and effectiveness under pressure and changing conditions.
• Ability to learn new duties and adjust to new situations encountered on the job within a reasonable amount of time.
• Ability to negotiate conflict and facilitate conflict resolution while maintaining strong working relationships at all levels of an organization.
• Uses outstanding verbal and communication skills, with poise and confidence to interact with all levels of management.
• Ability to manage high volumes of work, execute timely with strong work quality and accuracy.
• Strong team player, internally with management team and within the business as well as with customers.
• Strong ability to provide options to internal and external customers.
• Develops realistic action steps, identifies potential problems and solutions.
• Ability to effectively work within an ambiguous work environment while exhibiting adaptability and flexibility in response to business priorities and initiatives.
• Strong ability to shift priorities with rapid change.
• Ability to recover quickly from setbacks and progress forward with new or alternative solutions.
• Works collaboratively and willingly shares information.
• Builds trusting and collaborative relationships with leadership and the team.
• Excellent interpersonal and communication skills required.
• Proven ability to prioritize and multi-task.
• Must enjoy entrepreneurial environment that often requires developing process or procedure.
• Ability to handle and protect sensitive information in a confidential and professional manner.
• Ability to handle multiple tasks and to coordinate efforts with other departments as required.
• Advanced problem solving, time management, and decision-making skills required.
• Advanced written and verbal communication skills, with the ability to partner effectively with all levels of staff.
• Proven ability to meet goals and objectives.
• Strong interpersonal skills.

Core Values

Employees are expected to model DiaPharma Group Core Values:

• Honesty and Integrity
• Kindness and Decency
• Openness and Transparency
• Responsible Empowerment
• Trust and Security
• Diversity and Inclusion

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Work is typically performed in an indoor office. While performing the duties of this job, the employee is frequently required to sit or stand, walk, talk, and listen; the employee may occasionally have to stoop, bend, reach, and lift up to 50 pounds unassisted. Employees need manual dexterity to operate standard office equipment and a personal computer, clarity of speech and hearing or other communication capabilities to discern verbal instructions and to communicate effectively with others and visual acuity to comprehend written work instructions and review, evaluate, and prepare a variety of written materials and documents.

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