Engineer I, Field Service

Overview

Field Service Engineer responsible for installing, maintaining, troubleshooting, and repairing laboratory instruments in an assigned territory, with frequent customer-site travel.

What you'll do

• Perform onsite installation, upgrades, updates, troubleshooting, and repairs of laboratory instruments.
• Carry out planned preventive maintenance of laboratory instruments.
• Support customers with timely, professional service and technical solutions.
• Meet established revenue objectives through efficient service delivery.
• Identify customer service needs and support sales of service contracts and service products.
• Complete required service documentation using Cloud for Service (C4S), Field Problem Reports (FPR), and Field Service Reports (FSR).
• Follow spare-parts processes, including ordering, usage, returns, and inventory counts.

What you'll need

• 3+ years of experience in a related science, engineering, technical service, and/or customer-facing role.
• Bachelor’s degree in engineering, biology, chemistry, or a related field.
• Strong troubleshooting and problem-solving skills to identify customer needs.
• Ability to exercise sound judgment, prioritize independently, and determine next steps for service delivery.
• High degree of autonomy, initiative, and self-motivation with limited supervision.
• Strong interpersonal and communication skills with a collaborative approach.
• Ability to adapt quickly to changing technologies, processes, and methodologies.

Details

• Location: Remote, Massachusetts, USA; based in the Watham, MA territory.
• Work schedule: Mon–Fri.
• Travel: approximately 25–75% of working time.
• Work environment includes home office work and customer laboratory environments.
• Compensation: hourly pay range $25.60–$34.13; may include variable annual bonus.