Field Service Engineer (FSE)

RheoSense Inc.•San Ramon, CA

1d•$100,000 - $115,000•Onsite

About The Position

RheoSense is seeking a hands-on, customer-focused Field Service Engineer (FSE) who thrives in a fast-paced scientific instrumentation environment. The FSE will be responsible for diagnosing complex technical issues, solving challenging problems, and working directly with customers to ensure their success. This role requires an efficient, error-free, and end-user-focused approach, with the ability to remain calm under pressure, take ownership of issues, and work independently while collaborating with internal teams. The FSE will perform instrument installations, calibrations, preventive maintenance, repairs, and troubleshooting, both onsite and remotely, while maintaining accurate service records and upholding company policies and safety standards.

Requirements

Bachelor's degree in Engineering, Physics, Chemistry, or a related technical discipline, or an equivalent combination of education and experience.
5+ years of field service engineering experience supporting scientific, analytical, laboratory, or precision instrumentation.
Demonstrated expertise troubleshooting electromechanical systems, sensors, software interfaces, and precision instruments.
Proven ability to independently manage customer service issues from initial diagnosis through resolution with minimal supervision.
Strong written and verbal communication skills, with the ability to effectively interact with customers, colleagues, and cross-functional teams.
Demonstrated success in customer-facing technical support and service environments.
Ability to travel domestically and occasionally internationally as required.
Ability to work onsite from the company's corporate headquarters in San Ramon, California, when not traveling to customer locations.
Valid driver's license and ability to travel to customer locations using personal or rental vehicles as required.

Nice To Haves

7+ years of field service engineering experience supporting scientific, analytical, laboratory, or precision instrumentation.
Experience with viscometers, rheometers, fluid characterization instruments, or related laboratory equipment.
Experience serving as a technical resource, mentor, or trainer for field service teams.
Background in Mechanical Engineering, Electrical Engineering, Physics, Chemistry, or a related technical field.
Experience working in a small-company environment where flexibility, initiative, and hands-on involvement are essential.
Familiarity with CRM, ERP, and service management systems.

Responsibilities

Perform instrument installations, calibrations, preventive maintenance, repairs, and onsite or remote troubleshooting of RheoSense instrumentation.
Diagnose and resolve technical issues efficiently using a structured, root-cause approach while minimizing customer downtime.
Deliver an exceptional customer experience through responsive communication, professionalism, and an end-user-focused service mindset.
Maintain accurate, timely, and error-free service records, reports, calibration documentation, and technical notes.
Follow established service procedures, quality standards, and safety protocols to ensure consistent and reliable service delivery.
Coordinate spare parts, RMAs, service logistics, and follow-up activities to ensure timely issue resolution.
Collaborate with Operations to support repairs, instrument preparation, shipping activities, and inventory requirements.
Partner with Engineering to communicate field issues, product feedback, reliability trends, and opportunities for product improvement.
Work closely with Applications Science and Sales teams to support customer evaluations, demonstrations, installations, training, and post-sale success.
Provide field-driven recommendations that improve product performance, service processes, and overall customer satisfaction.
Build and maintain strong customer relationships by serving as a trusted technical resource and representative of the company.
Demonstrate an efficient and proactive approach to managing service activities, prioritizing customer needs, and resolving issues with minimal supervision.
Uphold company policies, safety standards, and proper instrument-handling practices at all times.
Contribute to team success by supporting cross-functional initiatives and performing additional duties as needed.