Field Service Engineer – TEA

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Carry out the installation, preventive maintenance, troubleshooting, and repair of Trace Elemental Analysis instruments, such as ICP-MS, AAS, and related systems, at customer locations.

• Identify and resolve electronics, mechanical, ultra-high vacuum, high-voltage, and system-level issues to restore the performance of instruments.

• Deliver prompt and professional customer support while achieving service commitments and satisfaction targets.

• Educate and assist customers on the operation of equipment, maintenance procedures, and basic troubleshooting techniques.

• Diligently document field service activities, including installation reports and service work reports, and submit them in a timely manner through the required system.

• Support Commercial Teams with technical information, training, and demonstrations.

• Effectively manage territory activities, encompassing scheduling, travel planning, parts coordination, and timely communication with customers and internal teams.

• Collaborate with internal technical support, service leadership, and cross-functional teams to address complex customer issues.

⛳️ Requirements

• Bachelor’s Degree in Electronics, Engineering, Physics, Chemistry, or a related technical field with 2+ years of hands-on technical experience in installing, troubleshooting, and repairing complex analytical instruments, or an Advanced Degree with no prior experience required.

• Practical technical experience in installing, troubleshooting, and repairing complex analytical, scientific, laboratory, or related technical equipment.

• Proficient in documenting service activities, preparing detailed reports, and utilizing service management software.

• Proven track record of meeting customer satisfaction goals and providing support in technical environments.

• Strong troubleshooting skills in electronics and mechanical systems, with the capability to diagnose issues down to the component level.

• Ability to read and interpret technical documentation and schematics effectively.

• Capability to train and support customers effectively on equipment operation.

• Exceptional customer service and communication skills, both written and verbal.

• Strong organizational and time management skills, with the ability to work independently in a field-based setting.

• Excellent problem-solving skills and the ability to prioritize customer needs in a fast-paced service environment.

• Proficient in Microsoft Office suite and service management software.

• Physical capacity to lift up to 50 lbs. and work in various laboratory settings.

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

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

• Valid driver's license is required.

🏝️ Benefits

• A selection of national medical and dental plans, along with a national vision plan, inclusive of health incentive programs.

• Employee assistance and family support programs, which include commuter benefits and tuition reimbursement.

• A minimum of 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, as well as short- and long-term disability according to company policy.

• Retirement and savings programs, including a competitive 401(k) U.S. retirement savings plan.

• The Employees’ Stock Purchase Plan (ESPP) allows eligible colleagues to purchase company stock at a discounted rate.