Field Support Engineer

Diagnostica Stago-posted 10 months ago
Full-time • Entry Level
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Ideal candidates for this position will be located within one hour of Salt Lake City, UT. Plans and coordinates activities concerned with installing/maintaining instrumentation, investigating and resolving customer reports of problems with instruments, to drive customer satisfaction and minimize future operational or service difficulties by performing the following duties:

  • Provides Curative/Emergency Service, Preventive Maintenance, Updates (TBs), at customer's facility
  • Tracks, schedules and completes all preventative maintenance and updates (TBs) due for all primary assigned analyzers
  • Installs instruments at customer's facility, sales demos, product shows, etc., to ensure full functionality according to Diagnostica Stago specifications
  • Provides onsite and remote support to all Stago Digital Products, including installation and initial configuration of Coag.One and various Middleware/Instrumentation configurations
  • Develops Stago Digital Product knowledge and understanding to aid/support Stago's Digital Product Sales and Marketing initiatives and strategies
  • Documents and records information as part of the repair record, including work orders, analyzer information, update information, etc.
  • Analyzes, reviews and inspects findings to determine the source of problems via telephone and/or on-site
  • Performs troubleshooting to repair, replace necessary parts, or take other corrective action to ensure optimal operation on analyzers per SOP
  • Coordinates problem resolution within Field Support Group and other personnel to expedite repairs
  • Provides a communication link between the customer and the company to ensure effective service
  • Demonstrates proper operations to end users
  • Manages company resources and equipment such as parts, tools, trunk stock, etc.
  • Escalates all open or recurring issues in a timely manner for prompt resolution per SOP
  • Reviews regional service contract metrics to drive customer contract renewal growth among primary accounts
  • Completes special projects as assigned by RFSM
  • Drives high level customer satisfaction through successful completion of field service related duties
  • Provides technical assistance/troubleshooting as required
  • Fosters teamwork by supporting all necessary Stago departments in improving internal cooperation and customer satisfaction
  • High School or GED required
  • Associates Degree or Certificate from Technical School a plus
  • Bachelor's from 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 travel outside of designated territory, if needed
  • Up to 75% overnight travel may be required depending on territory
  • Occasional weekend/holiday on-call coverage for the region
  • Ability to travel by common air carrier, or rental car as needed
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