Field Service Engineer 2

Solutech•Seattle, WA

3d•$85,000 - $117,000

About The Position

The Field Service Engineer 2 performs service, repair, and installation of company-serviced products, either on site or in-house. The role supports equipment maintenance to manufacturer specifications and includes system hardware and software, PCs, and networking or wireless networking. The engineer provides technical assistance to customers, serves as a contact for technical and service-related issues, diagnoses equipment failures, and determines cost-effective resolutions that minimize customer downtime. The position is designed for trained and fully qualified engineers who establish and maintain trust with primary accounts. It includes customer phone and remote support, spare-parts oversight, detailed service-record entry, maintenance of technical documentation, and regular reporting through company systems. The work calls for professionalism, sound judgment, safety consciousness, and strong customer service. The company states that it will invest in employees’ professional and technical development.

Requirements

Expert professional experience with electronic and electromechanical engineering and with testing equipment used to verify, check out, and calibrate electronic equipment.
Knowledge of and professional technical experience with microcomputers or PC-based systems.
Client-focused attitude.
Strong interpersonal communication skills and fluency in the local language and English, both written and spoken.
Sound computer usage and debugging skills.
Ability to identify and repair routine software and network problems.
Proficiency in diagnosing and solving moderately complex mechanical problems, including simple vacuum leaks.
Ability to identify and resolve simple imaging-system defects.
Ability to complete the training plan developed during onboarding or the annual evaluation process.
Familiarity with email, Microsoft Word, Excel, and PowerPoint.
Ability to lift 75 pounds.
Ability to stand for long periods.
Ability to travel domestically and internationally for extended periods.
Dexterity to manipulate small objects.
Willingness to work standard and non-standard hours as required to support customers.

Nice To Haves

Experience with Salesforce or an equivalent ERP product and productivity software.

Responsibilities

Perform on-site or in-house service, repair, and installation of company-serviced products, including field support for hardware, software, PCs, and networking or wireless networking.
Provide customers with technical support regarding system operation and maintenance.
Act as the customer contact for technical and service-related problems.
Diagnose mechanical, hardware, software, and systems failures using established procedures.
Determine cost-effective repair or resolution approaches to minimize customer downtime.
Prepare reports for analysis of product failure trends and serviceability issues.
Provide phone support and remote assistance to customers and Field Service Engineers to resolve service needs in a timely manner.
Oversee and maintain spare parts for assigned customers, including replenishing spare-parts kits for contract customers, to support equipment operation under technical and safety guidelines.
Enter detailed service-visit records in company information systems, including technical problems, actions taken, and parts used.
Maintain current technical documentation for assigned products, including operating characteristics, design factors, and technical performance.
Maintain professional knowledge and safety consciousness and perform activities under safe working conditions.
Report regularly through Salesforce, email, expense reports, and other means to ensure accurate company statistical data on customer-oriented activities.
Complete the training plan developed during onboarding or the annual evaluation process.