Field Service Engineer

Fully remote

US - Washington DC - Remote

US - Maryland - Remote

Full time

JR101845

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range:

$66,500.00 - $109,250.00

Job Summary: The Field Service Engineer (FSE) provides technical expertise and leadership in the installation, maintenance, troubleshooting, and repair of complex equipment and systems. This role operates independently with minimal supervision, ensuring exceptional customer satisfaction through timely communication, strategic problem-solving, and proactive issue resolution. The FSE also serves as a technical resource to peers and junior engineers, while contributing feedback and insights that enhance product performance and service processes.

Key Responsibilities:

Customer Support & Communication

• Provide timely, appropriate, and professional communication with customers and internal stakeholders.

• Adapt communication methods to suit the audience, including customers, peers, and leadership.

• Proactively follow up with customers to ensure resolution and satisfaction, escalating as necessary.

• Manage customer appointments from scheduling to completion and produce detailed service and technical documentation.

Technical Expertise

• Demonstrate proficiency in assigned product lines and related systems.

• Independently troubleshoot complex hardware and software issues with minimal external support.

• Assimilate information from multiple sources to diagnose and resolve challenging service problems.

• Predict parts requirements in advance to ensure efficient first-time fix rates.

• Identify and propose solutions for technical or process gaps within the service operation.

Leadership & Collaboration

• Serve as a trusted technical resource for Field Service Engineers and Associates.

• Collaborate cross-functionally with R&D, Product Support, and Engineering on projects and new product development initiatives.

• Strategize and manage customer escalations, propose actionable solutions and drive resolution.

Operational Excellence

• Work independently with consistent accuracy, accountability, and attention to detail.

• Execute assigned service tasks efficiently, maintaining compliance with company standards and customer expectations.

• Exhibit innovation in service delivery, process improvement, and problem-solving.

• Maintain accurate service records, reports, and documentation in accordance with company requirements.

Qualifications:

• Bachelor’s degree in Engineering, Electronics, or a related technical discipline (or equivalent experience).

• 5+ years of field service or technical support experience, preferably in a complex equipment or systems environment.

• Proven ability to independently diagnose and repair advanced hardware and software issues.

• Strong communication and interpersonal skills across technical and non-technical audiences.

• Demonstrated leadership, mentoring, and coaching experience.

• Excellent organizational and time management abilities.

• Commitment to continuous improvement and innovation.

Key Competencies

• Technical Mastery & Analytical Thinking

• Effective Communication & Customer Focus

• Leadership & Mentorship

• Problem Solving & Innovation

• Accountability & Independence

• Collaboration & Cross-Functional Engagement

Why Join Bio-Techne:

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.

We invest in our employees’ financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.

We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.

We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.

We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.

We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

Bio-Techne is an E-Verify Employer in the United States.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect the interests of all, Bio-Techne will not accept unsolicited resumes from any source other than a candidate application. Any unsolicited resumes sent to Bio-Techne will be considered Bio-Techne property.

Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services.

Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.