Overview
Client is seeking a Field Service Engineer to support the installation, qualification, maintenance, repair, and troubleshooting of laboratory instruments and associated software systems. This role has a strong emphasis on networking infrastructure, including IP address management, firewall configuration, and network connectivity troubleshooting for internally and externally deployed instruments.
The position works closely with technical teams, stakeholders, and subject matter experts to resolve instrument, software, and networking issues while delivering high-quality customer support. Success in this role requires strong communication skills, sound judgment, attention to detail, and a collaborative approach.
Core Responsibilities
• Perform preventative maintenance, installation/operational qualifications (IOQs), repairs, parts replacement, software upgrades, and instrument relocation activities.
• Establish, maintain, and troubleshoot network connectivity for laboratory instruments and systems, including remote access support.
• Map and manage IP addresses for networked instruments and laboratory systems.
• Configure, maintain, and troubleshoot Fortigate or similar firewall and network security appliances.
• Diagnose and resolve networking issues involving TCP/IP, DNS, DHCP, VLANs, switches, routers, routing, and firewall rules.
• Provide IT hardware and networking support for R&D and training laboratory environments.
• Document service, maintenance, and support activities accurately within electronic equipment management systems and other approved tools.
• Coordinate and triage onsite and remote service requests through ServiceNow and communicate status updates to stakeholders.
• Collaborate with Systems and Software Development subject matter experts to resolve technical issues and expand product and networking knowledge.
• Participate in team meetings, provide operational updates, escalate issues as needed, and support secure data repository and laboratory IT infrastructure requirements.
• Learn and execute qualification documentation activities, including IQ/OQ processes, while developing advanced troubleshooting capabilities.
• Maintain compliance with all applicable safety policies, practices, and procedures.
Essential Qualifications, Skills, and Technologies
• Associate’s degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), a related field, or an equivalent combination of education and work experience.
• 5 years of experience servicing medical or laboratory equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory environment.
• Hands-on experience with networking fundamentals, including IP addressing, subnetting, VLANs, switches, routers, and firewalls.
• Direct experience configuring and troubleshooting Fortigate or similar firewall and network security appliances.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs, firewall rules, and network troubleshooting methodologies.
• Ability to troubleshoot instrument connectivity, hardware, software, and networking issues using service tools, system reports, error codes, and root cause analysis techniques.
• Strong organizational, multitasking, documentation, and time management skills.
• Excellent communication, customer service, and interpersonal skills with the ability to work independently and collaboratively.
• Ability to rapidly learn new technologies, software applications, networking tools, and internal processes.
Preferred Skills or Experience
• Bachelor’s degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field.
• 4 years of experience in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/network infrastructure within R&D, hospital, or clinical laboratory settings.
• Industry networking certifications such as CompTIA Network+, Fortinet NSE, or Cisco CCNA.
• Awareness of FDA and ISO regulations related to instrument support and qualification activities.
• Experience providing guidance or training to team members on networking, instrument service, or internal technical processes.
Work Details
• Support is provided for both onsite and remote service activities.
• Frequent collaboration with internal technical teams, development engineers, Global Customer Support, and other functional stakeholders is required.
• Role includes support for internal R&D laboratories, training laboratories, externally placed instruments, and secure data repository environments.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
