Field Support Engineer

Diagnostica Stago•Virtual, NY

10d

About The Position

Stago's Field Support Engineers provide technical support and customer service for Diagnostica Stago products. The role provides on-site and remote troubleshooting, installation, maintenance, repair, and training for Stago instruments and systems at customer facilities and at sales demonstrations and trade shows. Engineers manage service requests, communicate with customers and internal teams through issue resolution, maintain service and repair records, and comply with company procedures and industry regulations. The position also supports customer satisfaction, service-contract opportunities, and cooperation across Stago departments. Ideal candidates will be located in the Binghamton, NY, or Scranton, PA, areas. Extensive travel within the assigned territory and occasionally beyond is required; up to 75% overnight travel may be required depending on the territory, along with occasional weekend or holiday on-call coverage.

Requirements

High school diploma or GED required.
At least 3 years of related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.
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 and ability 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.
Knowledge of database and Internet software and Windows 10/7, NT, XP, and DOS.
Must be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.
Ability to meet the physical demands of the job's essential functions, with reasonable accommodations available where applicable.

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 customer relationships through active listening, clear communication, and professional service interactions.
Prioritize service requests and manage workload to address customer concerns promptly and thoroughly.
Install instruments at customer facilities, sales demonstrations, and product shows, ensuring functionality according to Diagnostica Stago specifications.
Perform preventive maintenance, repairs, installations, and corrective actions to maintain optimal system performance.
Provide supplemental on-site training to end users and laboratory personnel on instrument operation, maintenance, and troubleshooting.
Provide ongoing updates and communication to customers, the manager, and headquarters until issues are resolved.
Collaborate with technical support, sales, product management, and other departments to share insights and improve service strategies and customer satisfaction.
Document repair records, work orders, analyzer information, and updates in accordance with SOP timelines and regulatory requirements.
Analyze and inspect findings to determine problem sources by telephone or on-site, and troubleshoot, repair, or replace parts as needed in accordance with SOPs.
Maintain accurate service records and comply with regulatory guidelines, company policies, and industry regulations.
Identify service-contract and extended-service-agreement opportunities and inform customers about available options.
Escalate open or recurring issues promptly in accordance with SOPs.
Complete special projects and tasks as assigned by the RFSM.
Provide technical assistance and troubleshooting as required.
Support teamwork and cooperation among Stago departments to improve customer satisfaction.
Travel extensively within the assigned territory and occasionally beyond; provide occasional weekend or holiday on-call coverage for the region.