Field Service Engineer II

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

📋 Description

• Diagnose, repair, and maintain HighRes devices, systems, and automation platforms.

• Install and calibrate robotic systems at client locations.

• Quickly respond to customer support inquiries and assess product issues.

• Accurately document support cases, activities, and resolutions in a timely manner.

• Collaborate with Automation Support Engineers and operations teams on device updates, system enhancements, and relocations.

• Train customers on standard device operations and provide foundational Cellario software training.

• Build customer relationships to enhance engagement, referrals, and product success.

• Create service documentation and technical knowledge-base articles.

• Mentor and train junior Field Service Engineers.

• Complete continuous technical and professional development training.

• Coordinate with third-party manufacturers for tier-2 and tier-3 issue resolution.

• Manage field service spare parts and service inventory.

• At the senior level: conduct training sessions, customer status meetings, handle escalated hardware resolutions, achieve specialist product designations, and lead process or technical improvement projects.

⛳️ Requirements

• Bachelor's degree in electromechanical, life sciences, or engineering, or certification with equivalent experience in place of a degree.

• For applicants in Europe: minimum HNC level with a focus on mechanical or electrical engineering, or a Central European equivalent; modern apprenticeship qualifications are also accepted.

• Generally, a minimum of 2 years of direct experience in a field service or customer-facing support role (5 years for the Senior Level).

• Preference will be given to candidates with experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service.

• In-house automation support or engineering experience is also valid.

• Familiarity with computer communications (TCP/IP, RS232).

• Willingness to travel weekly to customer sites, including overnight domestic travel (40–55% for senior positions, 60–80% for Level II), with the possibility of occasional international travel.

• A valid driver's license is required.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Supportive work environment with a focus on teamwork and collaboration.