Senior Field Engineer – Product & Training

ABOUT THE ROLE: As Senior Field Engineer, Product & Training, you will spend most of your time in the field at hospitals, clinics, laboratories, and customer sites installing, commissioning, and supporting our cryopreservation systems, while serving as a key link back to our product, quality, and engineering teams. This is a high-travel, customer-facing role: expect approximately 65% travel, or roughly three weeks of every month on the road. Reporting to the Associate Director – Service, you will balance hands-on field service and customer support with product testing and validation feedback, engineer and customer training, and the service documentation that keeps field operations consistent and audit-ready. In short, you turn what you see in the field into better products, clearer procedures, and stronger training. This position expands the traditional field service scope by translating real-world field experience into product improvements, structured training, and clear service documentation that improve product performance, reliability, and serviceability. Field Service & Customer Support Serve as the senior technical field expert for installation, commissioning, preventative maintenance, troubleshooting, and repair of cryopreservation devices Diagnose and resolve complex or high-impact customer issues, driving corrective actions through to resolution Build strong relationships with clinicians, lab staff, and biomedical engineers to ensure device performance supports clinical and operational needs Educate customers on system functionality, preventative maintenance, and best practices to maximize uptime and outcomes Balance customer urgency with safety, quality, and long-term product reliability considerations Provide field coverage across assigned customer sites and regions as needed Product Development & Testing Partner with R&D and Product teams to support testing, validation, and field readiness of new and existing devices Execute and refine test plans, acceptance criteria, and deployment readiness requirements based on real-world field performance Capture structured feedback from field service activities and translate insights into actionable product improvements Collaborate with Product, Quality, and Operations teams to improve device reliability, test coverage, and serviceability Training, Enablement & Documentation Develop and deliver training and enablement for field service engineers on installation, troubleshooting, and maintenance best practices Deliver customer training and education on system operation, preventative maintenance, and safe use to maximize uptime Author and maintain service documentation, work instructions, and knowledge base articles that support consistent field execution Standardize troubleshooting knowledge into reusable references and support onboarding of field service team members Contribute to continuous improvement of service documentation, training, and product serviceability Operational Excellence Ensure compliance with FDA, ISO, and company quality system requirements Maintain accurate service, testing, and validation documentation Support spare parts, tools, and resource planning to improve service efficiencyABOUT YOU:A Bachelor’s degree in Engineering, Electronics, or a related field is strongly preferred; however, relevant experience may be substituted for degree preference 6+ years of experience in a field service role, preferably within the medical device, life sciences, or healthcare technology industry Strong technical skills in electromechanical systems, software troubleshooting, and networking Excellent customer service skills with proven ability to build trust and manage relationships with clinical stakeholders Strong communication and presentation skills, with the ability to explain complex technical concepts to non-technical users Experience creating technical documentation, service procedures, or training materials Willingness and ability to travel approximately 65% of the time, roughly three weeks per month to customer sites, including hospitals, clinics, and laboratories Must be able to lift 50lbs up to 70lbs with assistance Commercial HVAC or hands on experience supporting a refrigeration device, preferred but not required Familiarity with FDA, ISO, and other medical regulatory requirements is a plus.