Field Services Engineer

The Field Service Engineer is responsible for providing technical support and equipment service to laboratory customers across an assigned territory, with additional regional or national coverage as business needs arise. This role focuses on maintaining the reliability, performance, and functionality of advanced laboratory instrumentation through troubleshooting, repairs, installations, preventive maintenance, and system upgrades.

The ideal candidate is technically skilled, customer-focused, and comfortable working independently in a field-based environment. The position requires strong problem-solving abilities, effective communication, and flexibility to accommodate changing service priorities and occasional short-notice travel.

Key Responsibilities

• Equipment Service and Maintenance: Perform equipment installations, preventive maintenance, troubleshooting, repairs, and system upgrades to ensure laboratory instruments operate safely and meet performance requirements.
• Technical Troubleshooting: Use diagnostic tools, electronic test equipment, technical documentation, and system schematics to identify and resolve mechanical, electrical, and software-related issues.
• Laboratory Technology Support: Service a range of automated laboratory platforms, including microbiology, molecular diagnostics, liquid chromatography, and mass spectrometry systems.
• Customer Relationship Management: Communicate clearly with laboratory personnel regarding service activities, equipment status, identified issues, and recommended next steps.
• Service Revenue Development: Partner with internal service and support teams to identify opportunities for additional billable work, including preventive maintenance agreements, equipment relocations, and other technical services.
• Upgrade Coordination: Work with customers to plan and execute software, hardware, and instrument upgrades while minimizing disruption to laboratory operations.
• Service Documentation: Maintain accurate records of service visits, repairs, equipment performance, and customer complaints. Escalate issues through established reporting and investigation procedures.
• Equipment and Inventory Management: Maintain assigned replacement parts, tools, diagnostic equipment, computers, and company vehicles in accordance with operational and safety policies.
• Expense Management: Use company payment methods responsibly and ensure travel and business expenses comply with established guidelines.
• Travel and Scheduling: Manage scheduled and urgent service requests, including overnight travel and occasional assignments outside the primary territory. Travel outside the assigned region may reach approximately 50%, depending on business demands.
• On-Call Coverage: Participate in a rotating weekend and holiday support schedule, typically approximately once every six weeks. Availability for remote assistance and occasional travel may be required.
• Professional Standards: Maintain a professional appearance and demonstrate sound judgment, reliability, and a customer-first approach.
• Facility Access Requirements: Complete required vendor registration, training, and credentialing procedures to maintain access to customer facilities.

Required Qualifications

• Bachelor's degree in engineering, electronics, computer science, biomedical technology, or a related technical field.
• Working knowledge of electronic circuits, electromechanical systems, mechatronics, programmable logic controllers (PLCs), and pneumatic components.
• Intermediate understanding of computer networking, system architecture, and network configuration.
• Familiarity with computer operating systems, software maintenance, and routine system upgrades.
• Ability to coordinate technical activities with customer IT departments, laboratory management, and other stakeholders.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly.
• Excellent customer service, interpersonal, and organizational skills.
• Ability to work independently, prioritize service requests, and adapt to changing schedules.
• Willingness to travel extensively, including overnight and occasional national travel.
• Valid driver's license, acceptable driving history, and compliance with applicable company vehicle safety requirements.
• Ability to obtain and maintain required customer-site credentials, including applicable identification requirements.

Preferred Qualifications

• Experience supporting laboratory automation or robotic systems.
• Hands-on experience with liquid chromatography and mass spectrometry instrumentation.
• Familiarity with laboratory information systems (LIS), databases, and laboratory software integrations.
• Industry-recognized IT certifications, such as CompTIA A+, Microsoft, or Cisco credentials.
• Knowledge of fundamental cybersecurity principles and standard IT security practices.
• Experience providing field-based technical support for complex scientific or diagnostic equipment.

Salary of $70,000 - $79,000 annually + Bonus + PTO and Health Benefits