Engineer II, Field Service

Position Overview

• Location Type: Not Specified
• Job Type: Full-time
• Work Schedule: Standard (Mon-Fri)
• Salary: $28.85–$43.00 per hour (estimated for Minnesota)

The Field Service Engineer (FSE) is responsible for performing customer installations, repairs, and preventative maintenance on a variety of instruments within their assigned territory. The FSE aims to solve technical problems for customers and identify opportunities for improving their work, fostering positive customer interactions.

Requirements

• Bachelor’s degree in engineering, biology, chemistry, or a related field, or equivalent work experience and knowledge.
• Minimum of 3+ years of relevant experience in science, engineering, and/or customer service.
• Effective oral and written communication skills.
• Ability to deliver a high degree of customer satisfaction.
• Strong technical, electro-mechanical, and laboratory knowledge.
• Ability to set work priorities using sound logic and judgment.
• Strong organizational and administrative skills.
• Skill in using effective questioning to identify customer needs.
• Ability to work with minimal guidance.
• Positive team influence.
• Ability to adapt quickly to change with constructive feedback.

Preferred Qualifications

• Master’s level degree.
• Experience in a clinical, diagnostics, and/or other regulated environment.
• Skills for learning and understanding IT systems and processes.
• Experience with related technology.

Responsibilities

• Provide onsite installation of instruments, upgrades, updates, repairs, and preventative maintenance service.
• Display professionalism, understanding, tact, fairness, and technical knowledge in all customer interactions.
• Achieve specified revenue targets while ensuring customer satisfaction through instrument repair, installs, and PMs.
• Interact with customers to offer and close sales of service contracts and other service products.
• Collaborate with internal partners to resolve customer issues and improve processes.
• Follow all reporting responsibilities for Remote Service Dispatch (RSD)/Cloud 4 Service (C4S), Escalation, Field Problem Report (FPR), and Field Service Report (FSR) submissions.
• Adhere to policies regarding spare parts: ordering, usage, returns, physical counts, and car stock management.
• Complete Qualification & Validation Products at customer sites.
• Maintain technical competency by attending trainings, staff meetings, and staying updated on new products, markets, customers, and competitors.
• May be required to perform other related duties as assigned.

Environmental and Working Conditions

• Able to lift 40 lbs. without assistance.
• Work in a laboratory setting.
• Some degree of Personal Protective Equipment (PPE) required (safety glasses, gowning, gloves, lab coat, ear plugs, etc.).
• Frequent travel to customer sites required (25-75% of work time).
• Work in both a home office and laboratory environment.
• May be required to stand for long periods.
• Must be able to work safely with chemicals and hazardous materials.
• Must be able to work overtime and flexible shifts.

Compensation and Benefits

• Estimated hourly pay range: $28.85–$43.00 (for Minnesota).
• Potential eligibility for a variable annual bonus based on performance.
• Comprehensive Total Rewards package including:
  • Choice of national medical, dental, and vision plans with health incentive programs.
  • Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
  • At least 120 hours of paid time off (PTO).
  • 10 paid holidays annually.
  • Paid parental leave (3 weeks for bonding, 8 weeks for caregiver leave).
  • Accident and life insurance.
  • Short- and long-term disability insurance.