Field Service Engineer USA

At AliveDx, we empower diagnostic insights, transform patient care, and innovate for life. With over 30-years in in-vitro diagnostics, we put the health of patients first by creating innovative solutions designed for faster diagnostic results. Alba–– our blood bank reagents portfolio–– and MosaiQ®–– one of the first multiplexing and multimodality automated testing platforms––are designed to make labs more efficient and clinical decision-making more effective. Our journey started as Alba Bioscience, and later, Quotient. Today, as AliveDx, we innovate for life.

FIELD SERVICE ENGINEER 

AliveDx is recruiting for a GTS Field Service Engineer to join the remote Technical Service team working across the US. The candidate should be based in Arizona.  The role is full time, permanent, working 40 hours per week with occasional overtime.

YOUR MISSION 
Your main responsibilities will include:

•  Support both pre- and post-sales activities by collaborating closely with the sales team and customers to align on expectations and ensure successful, well-coordinated equipment installations.
• Conduct site readiness assessments and perform Installation and Operational Qualification (IQ/OQ) procedures in accordance with AliveDx protocol.
• Deliver on-site and remote technical support, including system installations, troubleshooting, repairs, preventive maintenance, and software/hardware upgrades.
• Diagnose and resolve mechanical, electrical, and software-related issues with a first-time fixed approach to maintain instrument performance and support uninterrupted customer workflow.
• Train customers proper system operation, routine maintenance, and basic troubleshooting techniques.
• Participate in product demonstrations, technical evaluations, and customer training sessions at both customer sites and AliveDx facilities
• Document all service activities, findings, and customer complaints in CRM systems accurately and in a timely manner, following GDP, GMP, and company procedures.
• Facilitate collaboration between field and internal teams through clear communication and actionable field feedback to support broader service and product improvements.
• Ensure field readiness by managing tools, spare parts, travel logistics, and service inventory.
• Develop and maintain trusted relationships with customers by consistently delivering timely, effective, and professional service.

QUALIFICATIONS & EXPERIENCE

• Associate’s or Bachelor’s degree in Biomedical Engineering, Medical Technology, or related technical field
• Experience in Field Service, Technical Support or troubleshooting highly complex diagnostic instrumentation

YOUR COMPETENCIES

• Experience with and/or certified in regulatory environments (FDA 21 CFR 820 and ISO13485) and GMP.
• Knowledge of IT, networking TCP/IP, security.
• Skilled in analysing log files, uptading firmware and resolving software issues

• Knowledge and experience of implementing LIS (Laboratory Information System) connectivity using protocol ASTM or HL7. 
• High degree of technical competence & confidence with a solution orientated mindset.
• Proficiency with personal computer, e-mail, and Microsoft Office programs.
• Effective customer engagement skills which include, a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
• Exceptional analytical approach to problem solving and troubleshooting.
• Collaborative team player dedicated to achieving shared goals.
• Ability to travel up to 90% of the time.
• Availability to be available for overtime after normal working hours. 
• Ability to lift up to 50lbs.

WHAT WE OFFER

• A highly dynamic and growing environment. 
• An opportunity to live your passion for intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do.
• Comprehensive benefits: healthcare, 401k plan and various medical insurances
  
  Interested? We look forward to receiving your application. 

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, region/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.