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 clarify allergies in a single step, for humans and animals alike. Allergies are diagnosed in a highly specific manner so that patients get help from their specialist fast. We increase quality of life, enable personalized treatment, advance research and relieve the health system.
As our US customer base grows, we’re building out our North American field service team. You’ll be the person laboratories call when they need things to work, and the face of MADx on site.
What We Offer
A full-time, home-based 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 through Cigna
401(k) with up to 2% company match through Fidelity
20 days of paid time off plus paid holidays
Mileage reimbursement, all technical equipment you need, 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, keeping them running at peak performance and extending their service life.
Troubleshooting: Diagnose and resolve hardware, software and network issues, carry out repairs, and coordinate with second-level experts on complex cases.
Installation, validation and onboarding: Install new equipment on site and guide customers through the full onboarding process, including installation and performance qualification, verification and validation activities, and the documentation laboratories need to meet CLIA/CAP and other US laboratory requirements. Train laboratory staff on proper use and operation.
Customer support: Be the first point of contact for customers and partners by phone, email, chat and tickets, delivering a consistently high level of service.
Cross-functional collaboration: Work closely with Sales, Product Management, Marketing and Customer Support to ensure a seamless experience from pre-sales through installation, onboarding and ongoing service. Share field insights to support account planning, product launches and customer communication.
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.
Quality and compliance: Ensure all equipment meets applicable quality standards and FDA/regulatory requirements.
Product feedback: Act as the voice of the customer: spot recurring issues, suggest usability and feature improvements, and test new software releases.
Sales and market support: Support the sales team with technical expertise during evaluations and demos, and represent MADx at trade shows and conferences across North America.
What You Bring
Based in New England (preferred), elsewhere in the Northeast (e.g., NY, NJ, PA, MD, DE), the Southeast (e.g., NC, SC, GA, FL, TN, VA) or the Midwest (OH, MI, IN, IL, WI, 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
5+ years of hands-on experience maintaining and repairing laboratory or clinical diagnostic equipment, ideally in the medical device or laboratory industry
Experience supporting instrument installation, validation or verification in clinical or laboratory settings is a strong plus
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 and a collaborative approach with customers and internal teams
Willingness to travel extensively (approx. 50%) across the US and Canada, including overnight stays
A valid driver’s license, a clean driving record, and a valid US passport (or the ability to obtain one) for travel to Canada
Ability to lift up to 50 lbs and work in laboratory environments
Authorization to work in the United States. We are unable to sponsor visas for this role.
Spanish or French language skills are a strong plus
Compensation
The base salary range for this position is $70,000 – $100.000 per year. Final compensation within this range depends on qualifications, experience and location. This role is also eligible for a bonus.
Ready to join the team?
Apply through our careers page; we’d love to see your resume.
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.