Field Support Engineer
Location
United States
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Field Support Engineer
Stago
• Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues efficiently to minimize downtime. • Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions. • Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly. • Install instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostica Stago specifications. • Perform installation, maintenance, and repairs to ensure optimal performance of Stago systems at customer sites, sales demos, trade shows, etc. • Provide supplemental on-site training for end users and laboratory personnel on proper operation, maintenance, and troubleshooting of instruments to enhance user confidence and system longevity. • Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process. • Work closely with internal teams, including technical support, sales, and product management, to share insights and improve service strategies. • Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations. • Assist in identifying opportunities for service contracts and extended service agreements, educating customers on available options to enhance their support experience and system performance.
Job Requirements
- High School or (GED) required
- Associates Degree or Certificate from Technical School a plus
- Bachelor’s from 4 year college or university preferred
- 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required
- Valid Driver's License
- Strong technical troubleshooting and problem-solving skills
- Excellent customer service and communication skills, with the ability to explain complex technical concepts in a clear, user-friendly manner
- Knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS
- Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment
- Willingness to travel extensively within the assigned territory and occasionally beyond.
- Ability to travel by common air carrier, or rental car as needed.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours
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