Field Support Engineer

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

📋 Description

• Deliver both on-site and remote technical assistance for Stago instruments and systems, efficiently diagnosing and resolving issues to reduce downtime.

• Cultivate strong relationships with clients by actively listening, communicating clearly, and maintaining a professional demeanor during service interactions.

• Prioritize service requests, effectively manage workload, and ensure that customer concerns are addressed promptly and comprehensively.

• Install instruments at customer locations, including sales demonstrations and product shows, ensuring full functionality in accordance with Diagnostica Stago specifications.

• Carry out installation, maintenance, and repairs to guarantee optimal performance of Stago systems at customer sites, sales demos, trade shows, and other events.

• Offer supplemental on-site training for end users and laboratory staff on the proper operation, maintenance, and troubleshooting of instruments to boost user confidence and extend system longevity.

• Provide continuous updates and maintain consistent communication with customers, management, and headquarters until their issues are fully resolved, ensuring they feel supported throughout the process.

• Collaborate closely with internal teams, including technical support, sales, and product management, to share insights and enhance service strategies.

• Keep precise service records, adhere to regulatory guidelines, and ensure that all work aligns with company policies and industry regulations.

• Assist in recognizing opportunities for service contracts and extended service agreements, educating customers on available options to improve their support experience and system performance.

⛳️ 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.

• At least 3 years of relevant experience in troubleshooting and repairing diagnostic equipment or operating related equipment is required.

• Must possess a valid Driver's License.

• Strong technical troubleshooting and problem-solving abilities are essential.

• Excellent customer service and communication skills, with the capability to explain complex technical concepts in a clear, user-friendly manner.

• Proficiency in database and internet software; familiar with Windows 10/7, NT, XP, and DOS.

• Ability to work independently, manage time efficiently, and adapt to changing priorities in a fast-paced environment.

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

• Must be able to travel using common air carriers or rental cars as required.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work hours