Field Service Engineer II: Buffalo, NY or Rochester, NY

Field Service Engineer II – Buffalo, NY or Rochester, NY

Werfen North America is a growing, family‑owned diagnostic company founded in 1966. It is a worldwide leader in specialized diagnostics and operates in more than 30 countries with a workforce of over 7,000 employees.

Amazing Total Rewards for our Field Service Team!

• Generous Base Salary + Incentive Compensation
• Company Vehicle with Personal Use Allowance
• Phone & Internet Reimbursement
• 8% 401(k) Match (dollar for dollar!)
• Comprehensive Health Care Benefits
• Company paid Life Insurance
• Flexible Spending Account (FSA)
• Tuition Reimbursement

Builds and maintains relationships with customers to retain North American customer install base while performing thorough installations, repairs, preventative maintenance, and product enhancement activities on highly complex Werfen instrumentation and systems. Responsible to meet Service Delivery Key Performance Indicators while maintaining costs and achieving service revenue targets.

• Provide customer support in on‑site visits to perform installations, cost‑effective repairs, preventative maintenance and product enhancement service activities on Werfen instruments and systems.
• Diagnose, analyze, troubleshoot, and fault isolate instrument symptoms to determine failure and implement thorough corrective action.
• Deliver a high level of customer service to build and maintain relationships to ensure retention; act as company liaison with professionalism, commitment, communication and follow‑up.
• Escalate and communicate unresolved technical issues.
• Advise customers regarding proper orientation, maintenance and troubleshooting of instruments and systems.
• Collaborate and communicate with Commercial Operations colleagues (Sales, Applications) sharing customer situations, product information and lead generation.
• Promote service contracts and follow‑up on renewals through customer relationships.
• Ensure compliance with all quality, regulatory, service and support policies, procedures, work instructions, and records.
• Accurately document service activities in customer service reports promptly.
• Oversee accuracy of assigned Service Inventory.

• Follow company travel/expenditure and time reporting guidelines; timely submission of expense and time reports.
• Perform other duties as assigned by the Area Service Manager.

• Up to 90% travel to cover the assigned territory.
• Up to 30% overnight travel.
• Valid driver’s license required.

• Education: Associate’s degree in Electronics, Medical Technology, Biomedical Engineering or related field; equivalent experience considered.
• Experience: Minimum 3 years in a technical/support role (industry, military, or customer facing).
• Skills & Knowledge: Working knowledge of PCs and Windows OS; lab information systems and networking a plus;
  Microsoft Office 365 preferred.
• Willing to participate in rotational on‑call coverage and work extended/flexible shifts to resolve customer issues.
• Physical:
  Ability to lift up to 50 lb.

Salary range: $80 000 – $99 000 annually. Individual compensation is based on qualifications, experience, skills, education, certifications and budget.

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, ancestry, age, mental or physical disability, medical condition, marital status, veteran status or any other protected characteristic as defined by applicable law. If you have a disability and need an accommodation in the online application process, please contact N

If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.

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