Field Service Engineer III – LCMS

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

📋 Description

• Provide field service support while managing customer relationships.

• Install Chromatography and Mass Spectrometry products.

• Conduct preventative maintenance and repair support.

• Qualify instruments and troubleshoot equipment performance issues.

• Educate customers on the operation of equipment.

• Achieve customer service-level agreement (SLA) and internal key performance indicator (KPI) goals.

• Ensure customer satisfaction with all services rendered.

• Share product-service and application knowledge with colleagues.

• Contribute to the knowledge base to enhance work efficiency and effectiveness.

• Support the Commercial Team by providing technical information, training, and demonstrations.

• Maintain accurate documentation of installation and service activities and submit reports through the required system.

• Travel up to 75% within the assigned Maryland/DC territory.

⛳️ Requirements

• Bachelor’s degree in analytical chemistry, engineering, physics, or a related field along with 5+ years of hands-on technical experience in installing, troubleshooting, and repairing LC/MS instruments, or an advanced degree with relevant experience.

• Strong skills in electronics and mechanical troubleshooting, including component-level diagnostics.

• Capability to read and interpret technical documentation and schematics.

• Experience with ultra-high vacuum systems and high voltage equipment is preferred.

• Experience in documenting service activities and creating detailed reports.

• Ability to train and assist customers with equipment operation.

• Commitment to adhering to safety protocols and quality standards.

• Proven track record of achieving customer satisfaction objectives.

• Exceptional written and verbal communication skills for customer service.

• Strong organizational and time management skills.

• Excellent problem-solving skills and the ability to work independently.

• Proficient in Microsoft Office suite and service management software.

• Physical capability to lift up to 50 lbs. and work in various laboratory environments.

• Must be legally authorized to work in the United States without sponsorship, both now and in the future.

• Must successfully pass a comprehensive background check and drug screening.

• Must comply with applicable customer and site-specific identification, screening, and security access requirements for regular access to government customer sites.

• Must adhere to Good Manufacturing Practices (GMP) safety standards and utilize required personal protective equipment (PPE).

🏝️ Benefits

• Variable annual bonus based on company, team, and/or individual performance results.

• National medical and dental plans.

• National vision plan that includes health incentive programs.

• Employee assistance and family support programs.

• Commuter benefits.

• Tuition reimbursement.

• At least 120 hours of paid time off (PTO).

• 10 paid holidays each year.

• Paid parental leave: 3 weeks for bonding and 8 weeks for caregiver leave.

• Accident and life insurance.

• Short- and long-term disability coverage.

• 401(k) U.S. retirement savings plan.

• Employees’ Stock Purchase Plan (ESPP) with discounted company stock.

• Fully remote work arrangement.