Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Able to lift 40 lbs. without assistance, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Will work with hazardous/toxic materials

Job Description

The Field Service Engineer (FSE) performs customer installs, repairs and preventative maintenance on a variety of laboratory instruments in assigned territory. The FSE engages with customers and provides the highest quality of service in a professional and timely manner

Candidates must be located within commutable distance of Boston, MA.

Core Responsibilities

• Provides onsite installation of instruments, upgrades, updates, repairs, and planned maintenance service.
• Displays integrity, understanding, tact, fairness, and outstanding technical knowledge in all customer interactions, encouraging strong and long-lasting relationships.
• Achieves specified revenue targets while satisfying customer needs through efficient instrument repair, installations, and preventive maintenance services.
• Interacts with customers to offer and close the sale of service contracts and other service products, providing them with best-in-class support and ensuring their complete satisfaction.
• Collaborates with internal partners to resolve customer issues and improve operational processes.
• Follows all reporting responsibilities for Cloud For Service Ticket dispatch (C4S), addressing any issues that arise, submitting Field Problem Reports (FPR), and Field Service Reports (FSR) promptly and accurately.
• Is familiar with and follow policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Implements Qualification & Validation Products at customer sites.
• Maintains their technical competency level servicing new instruments and problems by attending trainings, staff meetings, and staying up to speed on new products, markets, customers, and competitors.
• Handles travel expenses and follows company travel policies and guidelines, ensuring cost-effective and efficient travel arrangements.
• Perform other related tasks as needed and/or assigned.

• 1-3 years working in a related science, engineering, and/or customer-facing role.
• Uses effective questioning techniques to identify customer needs and provide tailored solutions.
• Exercises judgment in setting work priorities and identifies next steps to ensure efficient and effective service delivery.
• Demonstrates a high level of autonomy and self-motivation, requiring limited supervision.
• Actively participates as a positive influence to the team, encouraging a collaborative work environment.
• Quickly adapts to change by using new technologies and methodologies to continuously improve performance and stay ahead.

• Experience in a clinical, diagnostics, and/or other regulated environment, ensuring compliance with industry standards and regulations.
• Shows an ability to quickly grasp and comprehend IT systems and processes, using technology to improve service delivery.
• Experience in related product applications, enabling a deep understanding of customer assays and technical requirements.