Patrick Midouin
Marlborough,MA
Summary
Senior Field Engineer with over 14 years of experience in medical device service, specializing in team leadership and customer satisfaction enhancement. Proven track record in managing regional service operations and developing Field Service Engineers. Strong background in cross-functional collaboration to optimize product performance, with an MBA from UMass Amherst's Isenberg School of Management.
Overview
15
15
years of professional experience
Work History
Field Engineer IV
Hologic Inc.
04.2024 - Current
- Conduct phone interviews and assist in selecting FSE candidates to ensure strong technical and customer-service fit.
- Lead onboarding and development of new FSEs across technical, administrative, and customer communication areas.
- Provide direct coaching and high-level technical guidance to FSEs to elevate performance and reduce escalations.
- Oversee day-to-day regional operations in the Field Service Manager's absence, ensuring continuity of service delivery.
- Create detailed operational reports to support FSM decision-making on team performance, customer satisfaction, and resource allocation.
- Track progress on field team tasks and projects; produce updates used in regional planning and service operations reviews.
- Meet directly with key customers to address service concerns, manage escalations, and ensure service commitments are met.
- Act as liaison between the Technical Service group and field teams, improving communication flow and resolution speed.
- Support special projects and business initiatives assigned by the FSM, contributing to process improvements and regional efficiency.
Field Engineer III
Hologic Inc.
10.2019 - 04.2024
- Served as escalation point for the region, providing technical troubleshooting and on-site support to resolve complex issues.
- Evaluated FSE performance and delivered actionable feedback to improve service quality, efficiency, and customer experience.
- Mentored new FSEs, setting training schedules and ensuring preparedness for field independence.
- Assisted the FSM with business duties including service strategy development, contract oversight, KPI tracking, and team coordination.
Field Engineer II
Hologic Inc.
01.2014 - 10.2019
- Installed and serviced molecular diagnostic systems, ensuring compliance with quality and safety standards.
- Supported revenue retention by promoting service contract offerings and assisting the Service Sales Specialist.
- Collaborated with engineering and product teams to communicate field insights and contribute to product and process improvements.
Field Engineer
Beckman Coulter Inc.
10.2010 - 01.2014
- Installed, repaired, and maintained clinical diagnostic systems across diverse customer environments.
- Managed inventory, scheduling, and administrative workflows to meet service KPIs.
- Maintained compliance with all FDA training requirements and certifications.
Education
Master of Business Administration (MBA) -
University of Massachusetts Amherst
Amherst, MA05.2025
Bachelor of Technology - Electrical & Computer Engineering Technology
New York Institute of Technology
New York, NY12.2009
Skills
- Field Team Leadership & Coaching
- Regional Service Operations Management
- Candidate Selection & New Hire Development
- Technical Escalations & Root Cause Resolution
- Customer Relationship Management
- Cross-Functional Collaboration
- Communication & Conflict Resolution
Leadership Achievement
Led a team of four engineers during the COVID-19 pandemic, coordinating rapid installation of high-volume molecular diagnostics equipment across Greater Boston, significantly increasing testing capacity under urgent timelines.
Timeline
Field Engineer IV
Hologic Inc.
04.2024 - Current
Field Engineer III
Hologic Inc.
10.2019 - 04.2024
Field Engineer II
Hologic Inc.
01.2014 - 10.2019
Field Engineer
Beckman Coulter Inc.
10.2010 - 01.2014
Master of Business Administration (MBA) -
University of Massachusetts Amherst
Bachelor of Technology - Electrical & Computer Engineering Technology
New York Institute of Technology