National Support Engineer

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

📋 Description

• Act as the main escalation contact for Field Service Engineers, offering expert advice and troubleshooting support for intricate technical challenges.

• Deliver phone and/or on-site assistance during ongoing service interventions and escalations throughout the US and Canada.

• Collaborate with support teams to ensure prompt and comprehensive communication regarding issues.

• Create detailed escalation reports that include instrument details, customer insights, and environmental data, along with pictures, diagrams, and root cause analyses when necessary.

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

• Provide technical mentoring, training, and education to the Field Service Group.

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

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

• Identify anomalies and formulate targeted action plans, including field training.

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

• Act as the main contact for TLA, digital tools, and middleware support, including vendor assessments and product release preparations.

• Ensure adherence to Stago SOPs and policies.

• Provide routine Curative, PM, TB, and/or Installation support during local manpower shortages.

• Complete special projects assigned by Senior FSG Management.

• Assist Marketing with new product development and resolving existing product issues.

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

• Provide leads and customer insights based on technical inquiries and visits.

• Support the Technical Training Manager with in-house and field training for TSSs, FSEs, Hotline, and Sales upon request.

⛳️ Requirements

• An Associate's Degree in a related field with 5 or more years of relevant experience is required; alternatively, a Bachelor’s Degree in a related field is preferred with a minimum of 3 years of direct customer interface experience; or an Associate's Degree in a related field with 3 years of Stago experience is required.

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

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

• Strong technical troubleshooting abilities and proficiency in diagnostic instruments.

• Capability to analyze service data, recognize trends, and initiate process enhancements.

• Experience in escalation management and technical report creation.

• Proficient in Power BI or comparable data analysis tools for reporting and trend assessment.

• Excellent communication and collaboration skills, with the ability to work across various functions.

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

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

• Ability to satisfactorily meet each qualification outlined.

🏝️ Benefits

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

• Equal employment opportunity protections are in place.

• Up to 80% overnight travel in both the US and Canada.