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Field Support Engineer

$60,000 - $78,000/Yr

Diagnostica Stago - Washington, WA

posted 13 days ago

Full-time - Entry Level
Washington, WA
Chemical Manufacturing

About the position

The position involves planning and coordinating activities related to the installation and maintenance of instrumentation, as well as investigating and resolving customer reports of problems with instruments. The goal is to drive customer satisfaction and minimize future operational or service difficulties. The role includes providing curative/emergency service, preventive maintenance, and updates at customer facilities, ensuring full functionality of instruments according to specifications, and supporting Stago's Digital Product Sales and Marketing initiatives.

Responsibilities

  • Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer's facility
  • Tracks, schedules, and completes all preventative maintenance and updates (TBs) for assigned analyzers
  • Installs instruments at customer's facility, sales demos, product shows, etc.
  • Provides onsite and remote support to all Stago Digital Products, including installation and initial configuration of Coag.One
  • Documents and records information as part of the repair record, including work orders and analyzer information
  • Analyzes, reviews, and inspects findings to determine the source of problems via telephone and/or on-site
  • Coordinates problem resolution within Field Support Group and other personnel
  • Acts as a communication link between the customer and the company
  • Demonstrates proper operations to end users
  • Manages company resources and equipment effectively
  • Escalates open or recurring issues for prompt resolution
  • Reviews regional service contract metrics to drive customer contract renewal growth
  • Completes special projects/tasks as assigned by RFSM
  • Drives high level customer satisfaction through successful completion of field service duties
  • Provides technical assistance/troubleshooting as required
  • Fosters teamwork by supporting all necessary Stago departments

Requirements

  • High school or GED required; Associate's Degree or Certificate from Technical School a plus; Bachelor's from a 4-year college or university preferred
  • 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required
  • Valid Driver's License
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Ability to write routine reports and correspondence
  • Ability to speak effectively before groups of customers or employees
  • Ability to travel outside of designated territory, if needed; up to 75% overnight travel may be required

Nice-to-haves

  • Experience with diagnostic equipment
  • Technical school certification

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Flexible Spending Account (FSA)
  • 401k
  • Paid Time Off (PTO)
  • Life insurance
  • Disability insurance
  • Comprehensive leave program
  • Bonus plan eligibility
  • Automobile plan eligibility
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