Field Support Engineer

Diagnostica Stago•Virtual, TN

11d

About The Position

The Field Support Engineer provides technical support and customer service for Diagnostica Stago products. The role provides on-site and remote support, installs and maintains instruments, troubleshoots and repairs analyzers, and helps customers use and maintain systems effectively. The ideal candidate is a proactive problem solver committed to timely issue resolution and customer satisfaction. Ideal candidates will be located in the Memphis, Tennessee area. The position requires extensive travel within an assigned territory, potentially including up to 75% overnight travel, and occasional weekend or holiday on-call coverage. The employee must be fully vaccinated against COVID-19 unless a legally required accommodation applies, as determined by customer requirements.

Requirements

High school diploma or GED required.
At least 3 years of related experience troubleshooting and repairing diagnostic equipment or operating related equipment.
Valid driver's license.
Strong technical troubleshooting and problem-solving skills.
Excellent customer service and communication skills, including the ability to explain complex technical concepts clearly to users.
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; up to 75% overnight travel may be required depending on territory.
Ability to travel by common air carrier or rental car as needed.
Occasional weekend or holiday on-call coverage for the region.
Knowledge of database and internet software, Windows 10/7, NT, XP, and DOS.
Must be fully vaccinated against COVID-19 unless a legally required accommodation applies, as determined by customer requirements.

Nice To Haves

Associate degree or certificate from a technical school.
Bachelor’s degree from a four-year college or university preferred.

Responsibilities

Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving problems to minimize downtime.
Build and maintain strong customer relationships through active listening, clear communication, and professionalism.
Prioritize service requests, manage workload, and address customer concerns promptly and thoroughly.
Install instruments at customer facilities and at sales demonstrations, product shows, and other events, ensuring functionality according to Diagnostica Stago specifications.
Perform preventive maintenance, installations, and repairs at customer sites and events.
Provide supplemental on-site training to end users and laboratory personnel on instrument operation, maintenance, and troubleshooting.
Provide ongoing status updates and communicate with customers, the manager, and headquarters until issues are resolved.
Collaborate with technical support, sales, and product management teams to share insights and improve service strategies.
Document repair-related information, including work orders, analyzer information, and updates, in accordance with SOP timelines and regulatory requirements.
Analyze and inspect findings to determine the source of problems by telephone or on-site.
Troubleshoot analyzers and repair or replace parts, or take other corrective action, in accordance with SOPs.
Maintain accurate service records and comply with regulatory guidelines, company policies, and industry regulations.
Identify opportunities for service contracts and extended service agreements, and educate customers about available options.
Escalate open or recurring issues promptly according to SOPs.
Complete assigned special projects or tasks.
Drive customer satisfaction through completion of field service duties and provide technical assistance and troubleshooting as required.
Support Stago departments and foster teamwork to improve internal cooperation and customer satisfaction.