Cryogenic Field Service Engineer (Europe)

Montana Instruments Corporation; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Montana Instruments Corporation is seeking a Field Service Engineer to support post-sale customers. You will troubleshoot, install, train, and maintain systems remotely and on-site worldwide.

This full-time position requires 3–5 years in customer service, a Bachelor's degree in engineering or related field, and Salesforce or equivalent CRM experience. Expect 50–75% travel and a remote work setup within the Netherlands region, with opportunities to work with international teams.

Qualifications

• Bachelor's degree in engineering or related field
• 3–5 years' experience in a Customer Service role
• Knowledge of Salesforce or equivalent CRM software

Responsibilities

• Troubleshoot, diagnose, and resolve customer problems via phone and email.
• Track and follow up with customers to ensure issues are resolved.
• Travel to customer sites to perform installation, user training, maintenance, and resolve problems.
• Perform remote installations.
• Prepare service trip reports, document issues, and pass on relevant information to the team.
• Issue RMAs, work with sales, production and shipping/receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately.
• Identify systemic customer issues and work towards root cause and corrective actions.
• Review product manuals for accuracy and assist in the development of product and service manuals.
• Manage international distribution service networks - run training events when necessary and provide technical service bulletin and updates as needed.
• International and domestic travel required 50-75% of the time.

Skills

Client-facing communication

Problem solving

Self-starter

Microsoft Office

Salesforce CRM

ERP systems knowledge

Teamwork

Technical communication

Education

Bachelor's degree in engineering or related field

Tools

Salesforce

ERP systems

Job description

Your role

The Field Service Engineer is responsible for post-sale customer support activities at Montana Instruments.

Essential Duties, Responsibilities, and Expectations

Troubleshoot, diagnose, and resolve customer problems via phone and email.

• Track and follow up with customers to ensure issues are resolved.
• Travel to customer sites to perform installation, user training, maintenance, and resolve problems.
• Perform remote installations.
• Prepare service trip reports, document issues, and pass on relevant information to the team.
• Issue RMAs, work with sales, production and shipping/receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately.
• Identify systemic customer issues and work towards root cause and corrective actions.
• Review product manuals for accuracy and assist in the development of product and service manuals.
• Manage international distribution service networks -run training events when necessary and provide technical service bulletin and updates as needed.
• International and domestic travel required 50-75% of the time.

To succeed, you will need

Minimum Qualifications (Experience / Education)

• Bachelor's degree in an engineering or related field.
• 3-5 years' experience in a Customer Service role
• Knowledge of Salesforce or equivalent CRM software

Competencies // Knowledge, Skills, and Abilities (KSA's)

• Strong client-facing communication skills
• Strong, positive, interpersonal skills and the ability to work as an effective member of a team.
• Able to communicate technical concepts verbally and in writing across the organization.
• Strong problem solving and analytical skills.
• Self-starter, able to work in a fast-paced environment with accuracy and efficiency.
• Proficient with Microsoft Suite (Word, Excel, Outlook, etc.).
• Knowledge of quantum materials research and technology (bonus).
• Experience with ERP systems and an understanding of how engineering and manufacturing interfaces with these systems.
• Strong troubleshooting skills.
• Solid understanding of engineering knowledge and scientific principles.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role is fully remote, enabling you to work from anywhere within the region of Netherlands.