Field Support Engineer

Diagnostica Stago•Virtual, OH

10d

About The Position

Stago’s Field Support Engineers provide technical support and customer service for Diagnostica Stago products. The role is responsible for delivering timely service, maintaining clear communication with customers, and resolving problems to support customer satisfaction. Candidates are ideally located in the Cleveland, Ohio area and should be prepared to travel extensively within an assigned territory and occasionally beyond it, with up to 75% overnight travel depending on the territory. The engineer provides on-site and remote support for Stago instruments and systems, installs and maintains equipment, diagnoses and repairs issues, and provides supplemental training to end users and laboratory personnel. The role also includes accurate service documentation, regulatory and company-policy compliance, customer follow-through, collaboration with internal teams, escalation of recurring issues, and assistance in identifying service contract opportunities. Occasional weekend or holiday on-call coverage is required. The position requires a high school diploma or GED and at least three years of related experience troubleshooting and repairing diagnostic equipment or operating related equipment. An associate degree or technical-school certificate is a plus; a bachelor’s degree is preferred. A valid driver’s license, strong troubleshooting and customer-service skills, and familiarity with specified database, internet, and Windows/DOS software are also required. The position requires full COVID-19 vaccination unless a legally required accommodation applies, as determined by customer requirements.

Requirements

High school diploma or GED.
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.
Knowledge of database and internet software and 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; up to 75% overnight travel may be required depending on territory.
Ability to travel by common air carrier or rental car as needed.
Availability for occasional weekend or holiday on-call coverage for the region.
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.

Responsibilities

Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues to minimize downtime.
Build and maintain customer relationships through attentive listening, clear communication, and professional service.
Prioritize service requests and manage workload to address customer concerns promptly and thoroughly.
Install instruments at customer facilities and at sales demonstrations or product shows, ensuring functionality according to Diagnostica Stago specifications.
Perform preventive maintenance, repairs, and other work to maintain optimal system performance at customer sites and events.
Provide supplemental on-site training to end users and laboratory personnel on instrument operation, maintenance, and troubleshooting.
Give customers, the manager, and headquarters ongoing updates until issues are fully resolved.
Collaborate with technical support, sales, product management, and other internal teams to share insights and improve service strategies.
Complete repair records, work orders, analyzer information, and update information in accordance with SOP timelines and regulatory requirements.
Analyze and inspect findings to determine problem sources by telephone or on-site.
Troubleshoot, repair, replace parts, and take other corrective action to ensure analyzers operate optimally and in accordance with SOPs.
Maintain accurate service records and ensure work complies with company policies and industry regulations.
Help identify service-contract and extended-service-agreement opportunities and educate customers about available options.
Escalate open or recurring issues promptly in accordance with SOPs.
Support special projects and tasks as assigned by the RFSM.
Provide technical assistance and troubleshooting as required.
Support Stago departments in improving internal cooperation and customer satisfaction.
Drive customer satisfaction through successful completion of field service duties.