Engineer II, Field Service - Remote Seattle, WA

GSS Field Service Engineer II

Work Schedule: Standard (Mon-Fri)

Environmental Conditions: Able to lift 40 lbs. without assistance, Laboratory Setting, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description: The GSS Field Service Engineer II is responsible for delivering advanced technical service, maintenance, troubleshooting, and customer support for laboratory instrumentation and integrated systems within assigned customer accounts. This role serves as a trusted technical advisor and account partner focused on maximizing instrument uptime, operational efficiency, and overall customer satisfaction. The Field Service Engineer II performs installations, preventative maintenance, calibrations, validations, training, and repairs while diagnosing complex hardware, software, and application issues. The position also requires maintaining accurate service documentation, ensuring compliance with company quality and safety standards, and collaborating with cross-functional teams to resolve escalations and improve service delivery. Strong organizational skills, technical expertise, and the ability to independently manage priorities within a dynamic field environment are essential.

In addition to technical responsibilities, the GSS Field Service Engineer II plays a critical role in account management and customer experience by building strong customer relationships, understanding customer workflows and business needs, and serving as the primary field-based customer advocate. The role emphasizes proactive communication, responsiveness, and partnership with Sales, Service Management, and Application teams to support customer retention, service growth, and long-term account success. Candidates should possess a Bachelor's degree in Science, Engineering, Life Sciences, or a related field; a Master's degree is preferred. A strong candidate will ideally have 2–5 years of relevant field service or technical support experience, along with strong troubleshooting, communication, and relationship management skills. This position requires travel ranging from 25–75% based on business needs, customer requirements, and assigned territory coverage.

Position Objective: The GSS Field Service Engineer II (FSE) delivers advanced technical service, troubleshooting, maintenance, and customer support for laboratory instrumentation and integrated systems within assigned customer accounts. This role serves as a trusted technical advisor focused on maximizing instrument uptime, operational efficiency, and customer satisfaction through installations, repairs, preventative maintenance, calibrations, validations, and customer training.

The FSE also partners closely with customers and internal teams to resolve technical issues, support service delivery, and strengthen long-term customer relationships through proactive communication, responsiveness, and technical expertise.

Essential Functions:

• Performs onsite installation, preventative maintenance, troubleshooting, repair, calibration, validation, and upgrade services for laboratory instrumentation and integrated systems.
• Diagnoses and resolves complex hardware, software, electrical, mechanical, and application-related issues.
• Delivers exceptional customer service while serving as a trusted technical advisor within assigned customer accounts.
• Builds strong customer relationships through proactive communication, responsiveness, and understanding of customer workflows and operational needs.
• Provides customer training and operational guidance on instrument functionality, system performance, and best practices.
• Maintains accurate and timely service documentation, reports, and records within service management systems.
• Collaborates with Sales, Applications, Service Management, and other cross-functional teams to resolve customer issues and support business objectives.
• Ensures compliance with company quality standards, safety procedures, regulatory requirements, and service policies.
• Independently manages service priorities, scheduling, territory coverage, and customer commitments within a dynamic field environment.
• Supports escalation management and contributes to continuous improvement initiatives that enhance service delivery and customer satisfaction.
• Utilizes strong organizational, analytical, and problem-solving skills to effectively manage multiple priorities and customer needs.
• Travels within assigned territory to support customer sites and business operations.

Education Requirements:

• Bachelor's degree in Biological Sciences, Engineering, or a related technical field required

Required Qualifications:

• Strong troubleshooting and diagnostic skills involving hardware, software, integrated systems, and analytical instrumentation.
• Strong electrical and mechanical aptitude with the ability to diagnose issues to the component level.
• Excellent customer service, communication, interpersonal, and relationship management skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to independently manage priorities and work effectively in a fast-paced field environment.
• Proficiency with Microsoft Office Suite and service management software platforms.
• Ability to read and interpret technical documentation, schematics, and service manuals.
• Demonstrated commitment to safety protocols, quality standards, and regulatory compliance.
• Valid driver's license and ability to travel extensively within assigned territory.

Preferred Qualifications:

• Master's degree preferred
• 2–5 years of relevant field service, technical support, laboratory instrumentation, or customer-facing technical experience

Working Conditions:

• Frequent travel required based on business needs, customer requirements, and assigned territory coverage (approximately 25–75%).
• Works in laboratory, industrial, healthcare, and customer site environments.
• May require extended periods of standing, lifting equipment, and performing technical service activities in laboratory settings.
• Ability to lift up to 50 lbs. and work within laboratory, industrial, and healthcare environments.
• Must be able to safely work around chemicals, laboratory equipment, and other technical hazards while following all company safety guidelines.
• Flexibility to support customer schedules, urgent service requests, and occasional overtime as business needs require.

Compensation and Benefits

The hourly pay range estimated for this position based in Washington is $31.73–$50.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount