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

Position Objective:

The Lead Field Service Technician (FST) performs planned maintenance, repairs and other verification/qualification services on a variety of laboratory instruments in assigned territory. The FST 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.

• Provides onsite planned maintenance (PM), basic repair services and temperature verifications
• Displays integrity, understanding, tact, fairness and technical knowledge in all customer interactions.
• 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 follows policies that pertain to the handling of spare parts: ordering, usage, returns, physical count, car stock management, etc.
• Maintains their technical proficiency by attending trainings, staff meetings and remaining 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.
• Completes Qualification & Validation Products at customer sites as required
• Collaborates with internal partners to resolve customer issues and improve processes.
• Communicates regularly and effectively with management
• Perform other related tasks as needed and/or assigned.

• Effective communication skills, both oral and written
• Basic technical, electro-mechanical and laboratory knowledge
• Knowledge of and ability to deliver a high degree of customer satisfaction
• Strong organizational and administrative skills
• Uses effective questioning to identify customer needs
• Exercises sound logic and judgment setting work priorities
• Ability to self-direct and requires minimal oversight
• Participates as a positive influence to the team
• Quickly adapts to change with positive and constructive feedback

• 1+ years of relevant experience in a related science, engineering and/or customer facing role
• Experience in a clinical, diagnostics and/or other regulated environment
• Aptitude for learning and understanding IT systems and processes
• Experience in related product applications
• Open to relocation as other field service opportunities arise in North America