Field Service Engineer-Boston Area

NTT Inc.•South San Francisco, CA

About The Position

We are seeking a customer-focused Field Service Engineer to join our commercial organization. In this critical role, you will serve as the technical expert and trusted advisor for our customers, ensuring optimal performance and uptime of NanoTemper instruments through preventative maintenance, repairs, installations, and exceptional service delivery. This position requires up to 75% daily travel within your assigned territory with occasional overnight stays. This role is within the Boston metro area, and we are prioritizing those individuals located in this area. Sponsorship is not available.

Requirements

Customer-centric mindset with a commitment to delivering exceptional service.
Action-oriented with a strong sense of urgency and ability to meet deadlines.
Able to work independently while collaborating effectively with team members.
Proven track record in customer relationship management within a technical service role.
Experience working with quality management systems (e.g., ISO 9001), including handling nonconformities, customer complaints, and feedback.
Proficiency with Unix/Linux systems and Microsoft Office; experience with CRM platforms (Salesforce preferred).
Strong mechanical and electrical troubleshooting skills using diagnostic tools and technical documentation.
Fluent in written and spoken English.
Valid driver’s license and clean driving record.
Ability to travel within the assigned territory (approx. 75%).
Ability to lift and move up to 70 lb with assistance.

Responsibilities

Install, maintain, repair, and upgrade NanoTemper analytical instruments to ensure maximum uptime.
Manage repair tickets from start to completion with clear customer communication.
Ensure high customer satisfaction through quality service and professionalism.
Support installation and integration of complex automation hardware and software.
Collaborate with Sales, Applications, and other teams to coordinate service activities and address customer needs.
Identify customer needs and communicate upgrade or contract renewal opportunities.
Troubleshoot and resolve technical issues using diagnostic tools and established methodologies.
Document service activities and complete administrative tasks (expenses, timesheets) on time.
Follow QMS requirements and support local/global quality and claim processes.