Field Support Engineer

Diagnostica Stago

359d

About The Position

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:

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: High school or GED