Field Service Engineer II

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Perform installations, preventive maintenance, and corrective repairs on designated instruments to ensure peak performance and adherence to quality standards.

• Identify technical issues across various complex instruments, document solutions accurately, and complete service calls within established timelines.

• Handle customer concerns from initiation to resolution or escalation, providing exceptional service and fostering strong relationships through proactive communication.

• Organize and prioritize service visits, keeping precise inventory records, and participate in on-call rotations, after-hours support, and travel for training or urgent account assistance.

• Adhere to all regulatory, quality system, and laboratory safety protocols during service operations; maintain thorough documentation for audit purposes.

• Collaborate with cross-functional teams to achieve business objectives and offer mentorship to fellow Field Service Representatives to enhance team capabilities.

• Achieve targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts.

• Leverage remote support tools to enhance instrument uptime and sustain certifications through continuous training and professional development.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant experience.

• 2-5 years of experience in Engineering or Laboratory Technology.

• Willingness to travel 50% within the assigned territory.

• Strong troubleshooting and problem-solving abilities with laboratory instrumentation.

• Capacity to work independently while thriving in collaborative environments.

• Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting).

🏝️ Benefits

• Employees may qualify for complimentary medical coverage in our Health Investment Plan (HIP) PPO medical plan for the upcoming calendar year.

• An outstanding retirement savings plan featuring significant employer contributions.

• Tuition reimbursement opportunities.

• Freedom 2 Save student debt program.

• FreeU education benefit - a cost-effective and convenient route to obtaining a bachelor’s degree.