Position: Field Service Specialist - Boston

Country: US

Department: Field Service

Reports to (Level): Management

About Us:
oneservice, Inc is the worldwide leader for third-party managed service solutions for the diagnostic, medical, and life science markets. Our mission is to redefine service excellence with best-in-class service solutions. We are looking for a well-qualified and motivated Field Service Speciliast/Engineer to join our team in supporting our customers in achieving optimal performance from their instrumentation.

Position Summary:

The responsibilities include installing, maintaining, and servicing existing diagnostic, medical, and life science instrumentation while troubleshooting issues. This role focuses on providing an exceptional customer experience on-site and remotely. You'll work with high-tech product platforms related to life sciences and laboratory analytical apparatus.

PLEASE NOTE: No relocation is offered for this position. Candidates in the Boston area will be given priority.

Key Responsibilities:

1. Installation & Maintenance
   Install new molecular diagnostic and life science instruments at customers' premises, ensuring functionality, proper installation, and compliance with specifications.
Perform routine and preventive maintenance to ensure optimal performance and minimize downtime.
2. Technical Support
   Diagnose and troubleshoot mechanical, electrical, and software issues.
Provide on-site and remote technical support to quickly resolve equipment malfunctions.
3. Customer Training
   Deliver thorough training to end-users on equipment operation, maintenance, and care.
Develop and update user manuals or training materials as necessary.
4. Documentation & Reporting
   Record all service activities, including maintenance schedules, repairs, and customer interactions.
Prepare detailed service reports and share findings with customers and internal teams.
5. Collaboration
   Work closely with technical support, sales, and R&D teams, providing feedback on instrument performance.
Participate in product demonstrations and trade shows as needed.
6. Compliance
   oneservice is an ISO9001:2015 certified organization, conforming to those procedures and standards.
Ensure all work adheres to company policies, customer requirements, and industry regulations.Follow health and safety guidelines during all service activities.

Qualifications:

• Education: A Bachelor's degree or technical certification in Engineering, Electronics, Life Sciences, or comparable military or education/work experience.
• Experience:
  At least 3 years of field service experience with molecular diagnostic or life science instrumentation.
Strong understanding of laboratory workflows and technologies, such as PCR or NGS.

Technical Skills:

Proficiency in diagnosing and repairing complex instrumentation involving mechanical, electronic, and software systems.

Familiarity with Windows-based software and networking.

Soft Skills:

Excellent communication and interpersonal skills for effective collaboration with customers and teams.

Strong organizational and time management abilities to handle multiple service requests.

Travel:

Willingness to travel extensively (up to 75% overnight travel).

Valid driver’s license and passport for domestic and occasional international travel.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and holidays.
• Opportunities for professional growth and career advancement.

Why Join Us?
At oneservice, you will be part of a dynamic team dedicated to making a difference in healthcare and life sciences. We value innovation, commitment, and customer satisfaction, and we provide growth opportunities for our employees to help them excel in their careers.