About This Role
Identifying and resolving customer technical issues and installing, repairing, and maintaining laboratory instruments is the core of this Field Service Engineer role. This position involves frequent travel to customer sites and requires a professional with strong technical knowledge and a customer-focused approach.
Responsibilities
- Provide onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service
- Display professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions
- Achieve specified revenue targets while satisfying customers from instrument repair, installs, and preventative maintenance
- Interact with customers to offer and close the sale of service contracts and other service products
- Collaborate with internal partners to resolve customer issues and improve processes
- Follow all reporting responsibilities of Remote Service Dispatch (RSD), Escalation, Field Problem Report (FPR), and Field Service Report (FSR) submissions
- Be familiar with and follow the policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
- Execute Qualification & Validation Products at customer sites
- Maintain technical competency level servicing new instruments and problems by attending trainings, staff meetings, and remaining up to speed on new products, markets, customers, and competitors
- Manage travel expenses and follow Company travel policies and guidelines
- Perform other related duties as required and/or assigned
Requirements
- Bachelor
- Minimum of 3+ years of relevant experience in a related science, engineering, and/or customer facing role
- Use effective questioning to identify customer needs
- Exercise judgment setting work priorities and identify next steps
- Require minimal oversight
- Participate as a positive influence to the team
- Quickly adapt to change with positive and constructive feedback
Nice to have:
- Experience in a clinical, diagnostics, and/or other regulated environment
- Aptitude for learning and understanding IT systems and processes
- Experience in related product applications
Important Details
- Schedule: Standard (Mon-Fri)
- Environmental Conditions: Able to lift 40 lbs. without assistance, adherence to all Good Manufacturing Practices (GMP) Safety Standards, some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)
- Working Conditions: Frequent travel to customer site is required and ranges from 25-75% of work time; works both in home office as well as in a laboratory environment; required to lift up to 40 lbs; may be required to stand for long periods of time while performing duties; must be able to work safely with chemicals and hazardous materials; must be able to work overtime and flexible shifts
