Field Service Engineer II

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

📋 Description

• Deliver front-line technical support for LGC laboratory instruments and consumables.

• Troubleshoot and resolve technical equipment and software issues both remotely and at customer sites.

• Install instruments, provide operator and technical training, carry out preventative maintenance, repairs, system start-up, integration support, and optimize production.

• Observe and assist senior Service Engineers during equipment installations.

• Independently perform repairs and preventative maintenance at customer locations.

• Collaborate with fellow engineers for extensive instrument maintenance visits and other field activities.

• Offer 24/7 on-call emergency service support and troubleshooting assistance.

• Record and forward instrument issues and engineering design requests to the Field Service Advisor team.

• Work in conjunction with the Field Service Manager, service teams, Technical Advisor team, and sales.

• Lead or collaborate on resolving customer issues, improving processes, implementing corrective actions, and completing service cases.

• Aid in the implementation of new processes and instruments in the field.

• Relay instrument status, issues, complaints, and customer requirements to managers and the Technical Advisor Team.

• Contribute to service KPIs including FRFT, customer satisfaction, TAT, MTTR, and days on-site.

• Oversee or assist with special projects and assign tasks as necessary.

• Address corporate initiatives and other business requirements as instructed.

⛳️ Requirements

• Associate's degree in a mechanical, industrial, or electrical technical field, with understanding of basic engineering principles, theories, and techniques, or equivalent experience.

• Minimum of 3 years’ experience in Field Service.

• Valid driver’s license with a clean driving record.

• Clean criminal background to meet travel visa qualifications.

• Preferred: 3 years’ experience in Field Service within the Life Science or Ag-Bio Science sectors.

• High level of customer care with a focus on enhancing the customer experience.

• Ability to adapt and modify work schedule as required.

• Exceptional written and verbal communication skills.

• Strong motivation, proactivity, curiosity, and results-driven approach.

• Ability to work collaboratively with internal and external teams.

• Willingness to travel up to 75%, both domestically and internationally.

• Capability to provide 24/7 on-call emergency service support.

🏝️ Benefits

• Competitive salary paired with a robust bonus program.

• Comprehensive medical, dental, and vision coverage for employees and their dependents.

• FSA/HSA pre-tax savings plans for healthcare, childcare, and elder care expenses.

• Deductible Buffer Insurance and Critical Illness Insurance options.

• 401(k) retirement plan with employer matching contributions.

• Company-funded short- and long-term disability, life insurance, and employee assistance programs.

• Flexible work arrangements available.

• Pet Insurance offered.

• Extended parental leave of an additional 8 weeks.

• Immediate accrual of PTO.

• Monthly onsite or virtual Town Hall meetings.

• Recognition program for exemplary work through the Cheer program.

• Company-wide social events to foster community.

• Regular catered lunches for employees.