Field Support Engineer

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

📋 Description

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

• Efficiently diagnose and resolve technical issues to reduce equipment downtime.

• Build strong relationships with customers through active listening, effective communication, and professionalism.

• Prioritize service requests, ensuring that customer concerns are addressed promptly and thoroughly.

• Install instruments at customer sites, during sales demonstrations, and at product shows in accordance with Diagnostica Stago specifications.

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

• Provide on-site training for end users and laboratory personnel on the operation, maintenance, and troubleshooting of instruments.

• Maintain continuous communication with customers, management, and headquarters until issues are resolved.

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

• Complete work orders, analyzer information, updates, and repair records following SOP timelines and regulatory requirements.

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

• Replace necessary parts and perform troubleshooting to ensure optimal analyzer functionality per SOP.

• Keep accurate service records and adhere to regulatory guidelines and company policies.

• Identify opportunities for service contracts and extended service agreements while educating customers about available options.

• Promptly escalate open or recurring issues according to SOP.

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

• Enhance customer satisfaction through the successful execution of field service duties.

• Provide technical assistance and troubleshooting as necessary.

• Support Stago departments to enhance internal collaboration and customer satisfaction.

⛳️ Requirements

• High School diploma or GED is required.

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

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

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

• Valid Driver's License is necessary.

• Strong skills in technical troubleshooting and problem-solving are essential.

• Excellent customer service and communication skills, with the ability to clearly explain complex technical concepts.

• Proficiency in database and Internet software; knowledge of Windows 10/7, NT, XP, and DOS is required.

• Capability to work independently, manage time effectively, and adapt to shifting priorities in a fast-paced environment.

• Willingness to travel extensively within the assigned territory and occasionally beyond.

• Up to 75% overnight travel may be required based on the territory.

• Ability to travel by common air carrier or rental car as needed.

• Fully vaccinated against COVID-19, unless legally exempted, as determined by customer requirements.

• Availability for occasional weekend and holiday on-call coverage for the region.

🏝️ Benefits

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

• Occasional weekend and holiday on-call coverage for the region.