Engineer I, Field Service

Overview

The Field Service Engineer I performs customer installations, repairs, preventative maintenance, upgrades, updates, and qualification and validation services on laboratory instruments in an assigned Southeast territory. The role interacts with customers to solve technical problems, improve their work, and offer service contracts and other service products.

What you'll do

• Provide onsite installation of instruments, upgrades, updates, repairs, and planned maintenance services.
• Interact with customers professionally and use technical knowledge to address customer needs.
• Achieve specified revenue targets while satisfying customers through instrument repairs, installations, and preventative maintenance.
• Interact with customers to offer and close sales of service contracts and other service products.
• Collaborate with internal partners to resolve customer issues and improve processes.
• Follow reporting responsibilities for Remote Service Dispatch, Escalation, Field Problem Report, and Field Service Report submissions.
• Follow policies for ordering, using, returning, counting, and managing spare parts and car stock.
• Execute Qualification & Validation Products at customer sites.
• Maintain technical competency by attending training and staff meetings and staying current 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.

What you'll need

• Bachelor’s degree preferred in engineering, biology, chemistry, or a related field, or equivalent work experience and knowledge.
• 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 when setting work priorities and identify next steps.
• Require minimal oversight.
• Participate as a positive influence on 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.

Details

• Work schedule: Standard, Monday through Friday.
• Territory: Southeast.
• Frequent travel to customer sites is required, ranging from 25–75% of work time.
• Work takes place both in a home office and in a laboratory environment.
• Must be able to lift up to 40 lbs. without assistance.
• May be required to stand for long periods while performing duties.
• Must be able to work safely with chemicals and hazardous materials.
• Adherence to Good Manufacturing Practices safety standards is required.
• Some personal protective equipment is required, including safety glasses, gowning, gloves, lab coat, and ear plugs.
• Must be able to work overtime and flexible shifts.