Field Service Engineer

XVIVO is seeking a highly motivated Field Service Engineer to support our growing installed base of advanced medical devices across North America. This role is responsible for installation, preventive maintenance, corrective repair, troubleshooting, documentation, and customer technical support for XVIVO field-installed equipment and service pool devices. 

The Field Service Engineer will work directly with hospitals, transplant centers, organ recovery organizations, research institutions, and internal cross-functional teams to ensure equipment uptime, regulatory compliance, and an exceptional customer experience. 

This is a customer-facing, travel-based role requiring strong technical troubleshooting skills, professionalism, independence, and flexibility. 

Key Responsibilities 

Field Service & Technical Support 

• Perform preventive maintenance, routine repairs, corrective maintenance, upgrades, installations, equipment relocation, and reinstallation of XVIVO medical devices. 
• Analyze, diagnose, and troubleshoot technical issues remotely by phone, video, or email, and onsite at customer locations. 
• Provide system-level troubleshooting for electro-mechanical, software, and device performance issues. 
• Support equipment located at customer sites, field locations, and XVIVO service pool locations. 
• Perform service activities at customer sites and at XVIVO’s onsite bench repair or service depot facility as required. 
• Participate in an after-hours on-call rotation, including evenings, weekends, and holidays. 
• Respond to urgent service needs, emergency travel requirements, and last-minute schedule changes. 

Preventive & Corrective Maintenance 

• Complete scheduled preventive maintenance activities in accordance with XVIVO procedures, service manuals, and regulatory requirements. 
• Perform corrective repairs and device verification to ensure equipment is returned to proper operating condition. 
• Support service readiness by maintaining required spare parts, calibrated tools, test equipment, and service documentation. 
• Ensure all service work meets internal quality standards and applicable medical device regulatory expectations. 

Documentation & Compliance 

• Accurately document all service activities, findings, repairs, maintenance actions, parts usage, and customer interactions in the appropriate service management or document control systems. 
• Maintain complete and accurate service records to support product history, traceability, and regulatory compliance. 
• Complete expense reports, work orders, travel documentation, and administrative tasks in accordance with XVIVO procedures and manager approval. 
• Follow applicable FDA, ISO 13485, quality system, safety, and company compliance requirements. 
• Create SOPs, work instructions, and other supporting documentation for field and internal teams as necessary.  

Inventory, Logistics & Warehouse Support 

• Ensure appropriate spare parts availability to support assigned service activities. 
• Perform basic warehouse and logistics activities as needed, including shipping, receiving, inventory management, and service pool device handling. 
• Maintain proper control of field inventory, tools, test equipment, and calibrated instruments. 
• Support device movement, packing, shipping, receiving, and depot coordination when required. 

Customer & Team Collaboration 

• Maintain a professional, positive, and customer-focused approach in all interactions. 
• Build strong working relationships with customers, peers, management, and internal support teams. 
• Collaborate with Quality, Operations, Technical Support, Sales, Customer Service, and Product Management to resolve customer and device issues. 
• Communicate service status, risks, delays, and escalation needs clearly and promptly. 
• Contribute to continuous improvement of service procedures, troubleshooting guides, documentation, and customer support processes. 

Required Qualifications 

• Associate degree, technical school degree, military technical training, or equivalent relevant experience required. 
• Minimum of 2 years of field service experience supporting medical devices, laboratory equipment, life science equipment, biomedical equipment, or complex electro-mechanical systems. 
• Strong electro-mechanical and system-level troubleshooting skills. 
• Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, and technical service documentation. 
• Excellent written and verbal communication skills. 
• Strong organizational skills with the ability to prioritize multiple customer issues. 
• Ability to work independently with limited supervision while following company procedures and quality requirements. 
• Strong computer skills, including Microsoft Office and service management systems. 
• Ability to work flexible hours and participate in an on-call support rotation. 
• Ability to travel a minimum of 50% domestically and internationally, with flexibility for emergency travel and last-minute schedule changes. 
• Ability to lift up to 80 pounds and work in hospital, laboratory, and warehouse environments. 
• Legally authorized to work in the United States. 
• Valid driver’s license. 

Preferred Qualifications but not required 

• Bachelor’s degree in Engineering, Biomedical Engineering, Electronics, Mechanical Engineering, or a related technical field.  
• Experience servicing FDA-regulated medical devices. 
• Experience working in hospitals, transplant centers, laboratories, organ recovery organizations, or clinical environments. 
• Experience with Salesforce Field Service, ServiceMax, SAP, or similar service management platforms. 
• Experience with calibrated tools, test equipment, inventory control, and service documentation. 
• Knowledge of ISO 13485, FDA Quality System Regulations, complaint handling, CAPA, and medical device service record requirements. 
• Prior experience supporting perfusion, transplant, laboratory, blood processing, dialysis, critical care, or life science equipment.

Skills & Competencies 

• Customer-focused mindset 
• Strong technical troubleshooting ability 
• Attention to detail 
• Clear and professional communication 
• Sense of urgency 
• Ability to work independently 
• Strong follow-up and ownership 
• Adaptability in a fast-changing environment 
• Ability to manage competing priorities 
• Team-oriented approach 
• Sound judgment and decision-making 
• Commitment to quality, compliance, and patient-impacting technology 

Work Environment & Travel 

This position is an office-based in Golden, Colorado supporting customers across North America. The Field Service Engineer must be comfortable working in hospitals, laboratories, customer facilities, warehouse environments, and service depot settings. 

This requires frequent travel, including overnight travel, emergency travel, and occasional international travel. The candidate must be flexible and able to adjust to changing customer needs, service priorities, and business requirements. 

BENEFITS AND COMPENSATION

• Salary Pay or Salary Range: $70,000 - $85,000
• Other Compensation: Short Term Incentive Program
• Company Benefits include paid Medical, Dental, Vision, Short Term Disability, Long Term Disability, and Life insurance.
• Flexible Time Off and Sick Time
• 401K Match
• Paid Maternity, Paternity, and Adoption Leave