Engineer I, Field Service

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Able to lift 40 lbs. without assistance, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Will work with hazardous/toxic materials

Job Description

The Field Service Engineer (FSE) performs customer installs, repairs and preventative maintenance on a variety of laboratory instruments in assigned territory. The FSE engages with customers and provides the highest quality of service in a professional and timely manner

Candidates must be located within commutable distance of Boston, MA.

Core Responsibilities

• Provides onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service.
• Displays integrity, understanding, tact, fairness, and outstanding technical knowledge in all customer interactions, encouraging strong and long-lasting relationships.
• Achieves specified revenue targets while satisfying customer needs through efficient instrument repair, installations, and preventive maintenance services.
• Interacts with customers to offer and close the sale of service contracts and other service products, providing them with best-in-class support and ensuring their complete satisfaction.
• Collaborates with internal partners to resolve customer issues and improve operational processes.
• Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, submitting Field Problem Reports (FPR), and Field Service Reports (FSR) promptly and accurately.
• Is familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Implements Qualification & Validation Products at customer sites.
• Maintains their technical competency level servicing new instruments and problems by attending trainings, staff meetings, and staying up to speed on new products, markets, customers, and competitors.
• Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.
• Perform other related tasks as needed and/or assigned.

Education Requirements

Requires a bachelor's degree in engineering, biology, chemistry, or related field.

Required Qualifications

• 1-3 years working in a related science, engineering, and/or customer-facing role.
• Uses effective questioning techniques to identify customer needs and provide tailored solutions.
• Exercises judgment in setting work priorities and identifies next steps to ensure efficient and effective service delivery.
• Demonstrates a high level of autonomy and self-motivation, requiring limited supervision.
• Actively participates as a positive influence to the team, encouraging a collaborative work environment.
• Quickly adapts to change by using new technologies and methodologies to continuously improve performance and stay ahead.

Preferred Qualifications

• Experience in a clinical, diagnostics, and/or other regulated environment, ensuring compliance with industry standards and regulations.
• Shows an ability to quickly grasp and comprehend IT systems and processes, using technology to improve service delivery.
• Experience in related product applications, enabling a deep understanding of customer assays and technical requirements.

Job Environment

Frequent travel to customer sites is required and ranges from 25-75% of work time. Works both in home office as well as in a laboratory environment. Is required to lift up to 40 lbs. May be required to stand for long periods of time while performing duties. Work safely with chemicals and hazardous materials. Work overtime and flexible shifts.