Master Field Service Technician

CLEVELAND, OHIO REGION

Job Summary:

The Master Field Service Technician at Rees Scientific serves as a senior technical authority responsible for leading complex field service activities for environmental monitoring systems. This role requires the application of advanced technical knowledge, independent judgment, and discretion in evaluating, troubleshooting, and resolving system and service-related issues.

Operating with minimal supervision, this position is responsible for assessing field conditions, determining appropriate technical solutions, and ensuring service execution aligns with established operational, quality, and regulatory standards.

The Master Field Service Technician functions as a subject matter expert, supporting high-priority customer needs, resolving escalated technical issues, and providing technical guidance across field service teams. While this role does not include direct people-management responsibilities, it plays a critical leadership role through technical oversight, decision-making, and influence.

Working closely with Field Service leadership, Technical Support, Engineering, and Project teams, this position ensures accurate, compliant, and efficient service delivery across assigned regions.

This role exercises discretion and independent judgment on matters of significance related to system performance, regulatory compliance, and customer environments.

Key Responsibilities :

Field Service Execution & Technical Support
• Lead and execute complex installation, calibration, validation, maintenance, and repair activities for Rees Scientific monitoring systems, determining appropriate methodologies based on field conditions and system requirements
• Evaluate, diagnose, and resolve complex technical issues related to hardware, software, and system performance, determining corrective actions independently
• Assess system configuration, functionality, and compliance with technical specifications and regulatory requirements, making necessary adjustments to ensure performance and compliance
• Utilize advanced diagnostic tools, test equipment, and software to identify root causes and implement effective solutions
• Review job plans and documentation prior to service execution and determine appropriate approach, scope, and prioritization of work

Quality, Documentation & Compliance
• Interpret and apply regulatory and quality requirements (GMP, GLP, FDA, CDC, USP, and customer-specific standards) to field service activities
• Ensure service execution meets compliance requirements while addressing unique customer environments and conditions
• Lead or support investigations, corrective actions, and follow-up activities related to service deviations or quality findings
• Maintain audit-ready documentation and service records in alignment with internal standards and regulatory expectations

Customer Support & Collaboration
• Serve as a primary technical resource for customers, addressing complex questions, system performance issues, and escalations
• Evaluate customer environments and provide technical guidance or recommendations to support optimal system performance
• Collaborate with internal teams including Engineering, Technical Support, Training, and Program Management to resolve complex issues and improve service delivery
• Evaluate service trends and field conditions and provide input to leadership on operational decisions, process improvements, and customer impact
• Provide technical direction and guidance to field technicians on complex or high-risk service activities

Continuous Improvement & Training
• Maintain advanced knowledge of products, procedures, and service best practices
• Participate in and support training and certification programs, including contributing to knowledge sharing across the field service organization
• Provide recommendations to Field Service leadership regarding tools, processes, and service improvements based on field experience and technical analysis

Qualifications & Experience
• Bachelor's degree in a related technical field preferred, or equivalent advanced technical experience demonstrating specialized knowledge
• Equivalent combination of education and experience
• Advanced technical background in environmental monitoring systems, calibration, validation, electronics, HVAC, or networking preferred
• Demonstrated ability to work independently and exercise sound judgment in complex and non-routine situations
• Strong organizational, documentation, and communication skills

Physical Requirements:
• Ability to travel extensively within assigned regions, including overnight and extended travel
• Ability to lift and carry up to 50 pounds
• Ability to stand, walk, bend, reach, kneel, and climb ladders as required
• Comfortable working in laboratories, cleanrooms, and industrial environments, including temperature variations
• Ability to follow all safety protocols and procedures while performing field service activities