Field Service Engineer II

Innovate, Empower, Grow—With Advanced Instruments

For nearly 70 years, Advanced Instruments has been at the forefront of innovation, helping organizations enhance quality, achieve reliable outcomes, and boost productivity in the biopharmaceutical, clinical, and food & beverage industries. We don’t just develop cutting-edge technology—we empower our customers with solutions that drive efficiency, precision, and performance.

From Solentim, revolutionizing cell and gene therapy with advanced imaging and single-cell deposition, to OsmoTECH and OsmoPRO micro-osmometers, delivering accurate and reliable lab results worldwide, we set the standard for quality and reliability. Our Artel portfolio ensures precision in liquid handling through advanced validation, automation, and calibration tools. What sets us apart? With customer-centricity at our core, we take ownership, push boundaries, and collaborate to make a meaningful impact. Headquartered in Norwood, MA, with locations in UK and Westbrook, ME, our 340 employees worldwide are driving exciting growth this year.

Our Mission:To drive innovation that optimizes processes, increases efficiency, and delivers confidence in results.
Our Vision:To improve patient health through innovation and excellence.

If you're looking for a career where ingenuity, accountability, and collaboration fuel success, join us and be part of a team that’s shaping the future of our industry.

We are seeking a dedicatedField Service Engineer IIto work remotely in theBoston regionto serve as a core team member of the growing field service team.

A Day in the Life:

As aField Service Engineer II, you will be responsible for meeting the daily service maintenance and repair needs of the customer’s equipment. You will establish and maintain proper business relationships with customers and peers as well as perform necessary administrative duties as required and other duties as assigned.

• Onsite and remote troubleshooting, installation, maintenance, and repairs on Advanced Instruments equipment.
• Complete and manage Pharmaceutical IQOQ/ yearly OQ and Clinical Validations.
• Completing Preventative Maintenance and field modifications in certain time frames.
• Ordering and managing car stock inventory.
• Troubleshooting not only on a mechanical/electrical level but understand and troubleshoot on an application level.
• Scheduling of installation, PMs, repairs, and other field events.
• Perform phone support and triage technical support issues on an occasional basis (about once every 2 months).
• Keeping up to date on administrative responsibilities such as maintaining service records and providing service reports in a timely manner.
• Provide training in the field for junior field engineers.
• Maintaining daily communications/ scheduling with customers to ensure resolution and proper follow-up.
• Utilizing the escalation process to resolve customer service delivery issues.
• Maintaining tools and test equipment and ensuring they are properly calibrated.
• Identifying and working with Sales for opportunities such as new service contracts, contract renewals and system sales.
• Working as a member of a larger team but independently managing territory to provide efficient service to all accounts within assigned area.
• The ability to lift and carry a toolbox that can weigh up to 50 lbs.
• Adhering to current regulatory requirements to include, but not limited to, HIPPA, OSHA and FDA.
• Ability to provide field training to other Field Service Engineers.

What we are looking for in you:

• Bachelor’s degree in Biomedical Engineering, Electrical Engineering, Electrical Engineering Technology, equivalent military experience or Associates Degree in Biomedical Equipment Technology with three or more years’ experience in servicing medical equipment, or a High School Diploma/GED and 3 or more years’ experience servicing medical equipment.
• Three years’ work experience in the medical device industry.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Experience troubleshooting and responding to customer concerns.
• Proven record of being reliable and accountable for all aspects of their job.
• Proficient level of computer skills including MS Word, Excel, Outlook, Salesforce, and Teams.
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• Resourceful, with the ability to work independently and learn on the go.
• Strong time management skills.

Work Location:Remote, Field based in Boston Region

What's in it for you?

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks!

EEO Statement:Advanced Instruments takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Advanced Instruments will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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