Field Service Engineer – Laboratory Diagnostics (US & Canada)

Location: Remote

We have revolutionized allergy diagnostics and have been operating successfully in 115 countries for over 10 years with our diagnostic products and patented technologies. Our products help clarifying allergies in a single step – for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients receive help from their specialist in no time. We increase quality of life, enable personalized treatment, advance research and relieve our health system.

What We offer

• A full-time role with real ownership and meaningful responsibility from day one

• An international team that cares as much about veterinary patients as human ones

• A culture where questions, ideas, and pushback are genuinely welcome

• A workplace built on sustainability, equity, diversity, inclusion, and mutual respect

• Comprehensive benefits, including medical, dental, vision and life insurance via Cigna

• 401(k) with up to 2% company match via Fidelity

• 20 days of paid time off plus paid holidays

• Mileage reimbursement, technical equipment to complete your job, and full coverage of travel expenses

What You’ll Do

• Maintenance and service: Perform preventive maintenance and repairs on MADx instruments and systems at customer sites across the US and Canada to keep them running at peak performance and extend their service life

• Troubleshooting: Diagnose and resolve hardware, software, and network issues in instruments and systems, carry out the necessary repairs, and coordinate with second-level experts on complex cases

• Installation and training: Install and validate new equipment on-site and train laboratory staff on its proper use and operation

• Customer support: Be the first point of contact for customers and partners in the US and Canada via phone, email, chat, and tickets, delivering a consistently high level of service and satisfaction

• Documentation: Document all cases and service work in our CRM in line with SLAs, and keep our knowledge base (FAQs, troubleshooting guides, templates) up to date

• Parts management: Manage ordering, replacement, and inventory of spare parts

• Quality and compliance: Ensure all equipment meets applicable quality standards and regulatory requirements

• Product feedback: Act as the voice of the customer by spotting recurring issues, suggesting usability and feature improvements, and testing new software releases

• Sales support: Work closely with the sales team and represent the company at trade shows and conferences across North America

What You Bring

• Based in New England (preferred), or in PA, OH, MI, IN, IL, WI, or MN, within reasonable reach of a major airport

• An associate or bachelor’s degree in electronics, biomedical engineering technology, mechatronics, or a related field, or equivalent military or technical training; certifications such as CBET are a plus

• Proven 5 years of hands-on experience maintaining and repairing laboratory or clinical diagnostic equipment, ideally in the medical device or laboratory industry

• Strong technical aptitude and the ability to quickly understand and troubleshoot complex systems

• A self-motivated, solutions-oriented mindset and a high degree of initiative

• Excellent communication skills, both with customers and within a team

• Willingness to travel extensively (approximately 50%) across the US and Canada, including overnight stays

• A valid drivers license, a clean driving record, and a valid passport (or the ability to obtain one) for travel to Canada

• Ability to lift up to 50 lbs and work in laboratory environments

• Spanish or French language skills are a strong plus

Compensation

The minimum base salary for this position is $70,000 per year. Final compensation will depend on qualifications, experience, and location. In addition to base pay, this role is eligible for bonus.

Ready to join the team? Apply through our careers page. Wed love to see your resume. For questions about the role, feel free to reach out to me directly.

Looking forward to hearing from you!

MacroArray Diagnostics (MADx) is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.