National Support Engineer

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

📋 Description

• Act as a Subject Matter Expert for the diagnostic instruments installed by Stago North America.

• Deliver professional second-level support and serve as the main escalation contact for Field Service Engineers.

• Offer phone and/or on-site support during active service interventions and escalations across the US and Canada.

• Work collaboratively with support departments to relay issues and create comprehensive escalation reports.

• Gather and document information about instruments, customers, and environments, including data, images, diagrams, and root cause analyses when relevant.

• Attach thorough reports to escalation cases for monitoring and future reference.

• Mentor, train, and educate the Field Support Group to enhance technical skills and customer satisfaction.

• Review escalation reports on a quarterly basis to pinpoint trends and suggest corrective measures.

• Utilize Power BI reporting to assess service data, enhance instrument performance, and optimize parts usage.

• Identify anomalies and formulate targeted action plans, including field training to bridge performance gaps.

• Represent the Field Support Group at seminars, conventions, meetings, VIP presentations, and workshops.

• Act as the primary contact for TLA, digital tools, and middleware support, including vendor assessments and preparations for new product launches.

• Ensure compliance with Stago’s Standard Operating Procedures (SOPs) and policies.

• Provide routine curative and preventive maintenance, troubleshooting, and installation support during local manpower shortages.

• Complete special projects assigned by Senior Field Support Group Management.

• Collaborate with Marketing on new product development and resolution of existing product issues.

• Conduct in-house and on-site product training and demonstrations for customers.

• Provide leads and customer insights from technical calls and visits.

• Assist the Technical Training Manager with training of TSSs, FSEs, Hotline, and Sales personnel, both in-house and in the field.

⛳️ Requirements

• Associate's Degree in a related field with 5 or more years of relevant experience; or Bachelor's Degree in a related field with 3+ years of direct customer interaction experience; or Associate's Degree in a related field with 3 years of experience at Stago.

• Proficiency with Excel, Windows Office Suite Applications, and other company software is essential.

• A valid passport and current driver's license are required.

• Strong technical troubleshooting abilities and expertise in diagnostic instruments are necessary.

• Capability to analyze service data, recognize trends, and implement improvements in processes.

• Experience in escalation management and the generation of technical reports is vital.

• Proficient in Power BI or similar data analysis tools.

• Exceptional communication and teamwork skills with the ability to work across various functions.

• Willingness to travel up to 80% overnight in both the US and Canada, including by car and air.

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

• Ability to satisfactorily perform each qualification; reasonable accommodations may be provided for individuals with disabilities.

🏝️ Benefits

• Reasonable accommodations are available for applicants with disabilities.

• Up to 80% overnight travel, including travel by car and air.

• COVID-19 vaccination requirement applies unless a legally required accommodation is made.

• Equal opportunity employment protections are guaranteed.

• Protections for disabled individuals and veterans are upheld.