Field Service Engineer

Field Service Engineer

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:
As a Laerdal Medical Field Service Engineer, you will play a vital role in ensuring the optimal functioning and performance of Laerdal's medical equipment and solutions. You will be responsible for providing technical expertise, troubleshooting, and maintenance support to our customers onsite, which include hospitals, healthcare facilities, and training centers. This position requires a strong technical background, exceptional problem-solving skills, and a commitment to delivering excellent customer service.

Responsibilities:

Customer Support & Training

• Provide technical product training and basic user functionality training to customers as needed.
• Assist customers in determining the best workflow, lab setup, and ancillary products for effective simulations.
• Support technical questions from Laerdal territory managers and collaborate on conference calls for complex installation projects.
• Perform customer courtesy visits to maintain relationships and ensure satisfaction.
• Assist with training and support for new hire Field Service Engineers.

Technical Service & Troubleshooting

• Deliver on-site installation, preventive maintenance, upgrades, and repairs for Laerdal equipment.
• Configure all Laerdal equipment to the latest specifications.
• Troubleshoot network issues (wired and wireless) and assist customers in integrating Laerdal products into enterprise networks.
• Report complaints, RMAs, and out-of-box failures following correct procedures.

Process Improvement & Compliance

• Follow Laerdal standard operating procedures and policies.
• Interact with Customer Support, Sales, Marketing, and Senior Management to evaluate and improve product support strategies.
• Contribute to the ongoing development of support systems, offering recommendations for continuous improvement.
• Stay up to date with Laerdal product advancements and technologies through training and self-directed learning.

Administrative & Event Support

• Manage time and expense reports.
• Plan and schedule cost-effective travel.
• Maintain tools, software, and supplies for field service.
• Assist with events as required.
• Complete all required paperwork and close service agreements per policy

Requirements:

• Candidate must be located in Pensacola, Florida
• Associate degree in computer science or 3-5 years of experience in Client Services/Business, previous field or help desk experience necessary or direct industry IT Certifications i.e. COMPTia, Microcsoft Networking, CCNA, etc
• Exceptional communication skills
• Practice continuous self-improvement
• Strong technical knowledge and understanding of medical equipment, electronics, and mechanical systems.
• Proficiency in troubleshooting and diagnosing complex technical issues
• Ability to work independently and prioritize tasks effectively to meet service deadlines.
• Willingness to travel to customer sites and work flexible hours when necessary.
• Valid driver's license and the ability to drive to customer locations.
• 1 year minimum experience as a Red Thread Field Service Engineer.

Salary Range: $55,000 - $57,000, additional MBO of $11,000 at 100% to plan

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.