Field Support Engineer

Diagnostica Stago•Virtual, NC

About The Position

Field Support Engineers provide technical support and customer service for Diagnostica Stago products. The role involves on-site and remote troubleshooting, installation, preventive maintenance, and repair of Stago instruments and systems at customer sites and at demonstrations or trade shows. The engineer also provides supplemental training to end users and laboratory personnel, keeps customers and internal stakeholders informed through resolution, and works with technical support, sales, and product management to improve service delivery. The position requires accurate repair records and compliance with company SOPs, regulatory guidelines, and industry regulations. The engineer prioritizes service requests, escalates recurring or unresolved issues, and may help identify service-contract and extended-service-agreement opportunities. The role is based in an assigned territory, with candidates ideally located in the Burlington, North Carolina area. Extensive travel is required, with up to 75% overnight travel depending on territory, and 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.
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 in a clear, user-friendly way.
Knowledge of database and internet software, 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.
Occasional weekend or holiday on-call coverage for the region.
Ability to travel by common air carrier or rental car as needed.
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 is a plus.
Bachelor’s degree from a four-year college or university is preferred.

Responsibilities

Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving problems to minimize downtime.
Build and maintain customer relationships through active listening, clear communication, and professional service.
Prioritize service requests, manage workload, and address customer concerns promptly and thoroughly.
Install instruments at customer facilities and for sales demonstrations and product shows, ensuring functionality according to Diagnostica Stago specifications.
Perform preventive maintenance and repairs on Stago systems at customer sites, demonstrations, and trade shows.
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 fully resolved.
Collaborate with technical support, sales, and product management to share insights and improve service strategies.
Document repair information, including work orders, analyzer information, and updates, in accordance with SOP timelines and regulatory requirements.
Analyze, review, and inspect findings to identify 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 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.
Complete field service duties to support high customer satisfaction and provide technical assistance as needed.
Support Stago departments and foster teamwork to improve internal cooperation and customer satisfaction.
Complete special projects or tasks as assigned by the RFSM.