Field Support Engineer

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

📋 Description

• Deliver both on-site and remote technical assistance for Stago instruments and systems.

• Efficiently diagnose and resolve technical problems to minimize equipment downtime.

• Cultivate and maintain strong customer relationships through effective listening, clear communication, and professionalism.

• Prioritize service requests, manage workload efficiently, and address customer concerns in a timely manner.

• Install instruments at customer locations, during sales demonstrations, product shows, and trade shows.

• Conduct preventive maintenance, repairs, and corrective actions on Stago systems and analyzers.

• Offer additional on-site training to end users and laboratory personnel.

• Maintain ongoing updates and communication with customers, managers, and headquarters until issues are resolved.

• Collaborate with technical support, sales, and product management teams.

• Document work orders, analyzer details, updates, repair logs, and other necessary information in accordance with SOPs and regulatory standards.

• Analyze, review, and inspect findings to identify problem sources via telephone or on-site visits.

• Keep accurate service records and adhere to company policies, SOPs, regulatory guidelines, and industry standards.

• Assist in recognizing and promoting service contracts and extended service agreements.

• Promptly escalate open or recurring issues in line with SOPs.

• Complete special projects and tasks assigned by the Regional Field Service Manager.

• Drive high levels of customer satisfaction through effective field service activities.

• Provide technical support and troubleshooting as necessary.

• Collaborate with Stago departments to enhance internal cooperation and improve customer satisfaction.

⛳️ Requirements

• High School diploma or GED is required.

• A minimum of 3 years of relevant experience in troubleshooting and repairing diagnostic equipment or operating similar equipment is required.

• Valid Driver's License.

• Strong technical troubleshooting and problem-solving abilities.

• Exceptional customer service and communication skills, with the capability to convey complex technical information clearly.

• Proficiency in database and Internet software.

• Familiarity with Windows 10/7, NT, XP, and DOS operating systems.

• Ability to work independently, manage time efficiently, and adjust to shifting priorities.

• Willingness to travel extensively within the assigned territory and occasionally outside of it.

• Up to 75% overnight travel may be necessary depending on the territory.

• Occasional weekend/holiday on-call availability for the region.

• Ability to travel via common air carriers or rental vehicles as required.

• Must be fully vaccinated against COVID-19, unless a legally required accommodation is determined by customer requirements.

• An Associate's Degree or Technical School Certificate is a plus.

• A Bachelor's degree from a four-year college or university is preferred.

🏝️ Benefits

• Full-time employment.

• Remote work options available.

• Reasonable accommodations for individuals with disabilities.

• Equal employment opportunity protections.

• Employer-paid or mandated COVID-19 vaccination compliance, unless a legally required accommodation is applicable.