Field Service Engineer

Scorpion Therapeutics; Maryland; On-site; USD 95,000 - 125,000; Full time

Job summary

Scorpion Therapeutics is seeking a Field Service Engineer to lead installation, maintenance, troubleshooting, and repair of complex equipment. The role emphasizes independent work, proactive issue resolution, and collaboration with R&D and engineering teams.

The ideal candidate has a Bachelor's degree in engineering with 5+ years in field service or technical support, plus strong communication and leadership skills. Excellence in documentation and customer satisfaction is essential.

Qualifications

• Bachelor's degree in Engineering or related technical discipline.
• 5+ years of field service or technical support experience.
• Proven ability to diagnose and repair advanced hardware and software issues.
• Strong communication and mentoring abilities.

Responsibilities

• Provide timely communication with customers and stakeholders.
• Manage service appointments from scheduling to completion with detailed documentation.
• Independently troubleshoot complex hardware and software issues.
• Collaborate cross-functionally with R&D, product support and engineering.
• Lead customer escalations and drive timely resolution.
• Maintain accurate service records and reports.

Skills

Field service

Customer communication

Troubleshooting

Leadership

Documentation

Education

Bachelor's degree in Engineering

Job description

Job Summary: The Field Service Engineer (FSE) provides technical expertise and leadership in the installation, maintenance, troubleshooting, and repair of complex equipment and systems. Works independently with minimal supervision to ensure exceptional customer satisfaction through timely communication and proactive issue resolution. Serves as a technical resource to peers and junior engineers and contributes feedback to improve products and service processes.

Key Responsibilities

• Provide timely, professional communication with customers and internal stakeholders; adapt communication to the audience.
• Follow up to ensure resolution and satisfaction; escal
• Manage customer appointments from scheduling to completion; produce detailed service and technical documentation.
• Demonstrate proficiency in assigned product lines and related systems.
• Independently troubleshoot complex hardware and software issues.
• Diagnose and resolve challenging service problems by assimilating information from multiple sources.
• Predict parts requirements in advance to improve first-time fix rates.
• Identify and propose solutions for technical or process gaps in service operations.
• Serve as a trusted technical resource to Field Service Engineers and Associates.
• Collaborate cross-functionally with R&D, Product Support, and Engineering.
• Strategize and manage customer escalations and drive resolution.
• Work independently with accuracy and attention to detail; comply with company standards and customer expectations.
• Exhibit innovation in service delivery and process improvement.
• Maintain accurate service records, reports, and documentation.

Qualifications

• Bachelor’s degree in Engineering, Electronics, or related technical discipline (or equivalent experience).
• 5+ years of field service or technical support experience (preferably complex equipment/systems).
• Proven ability to independently diagnose and repair advanced hardware and software issues.
• Strong communication and interpersonal skills.
• Demonstrated leadership, mentoring, and coaching experience.
• Excellent organizational and time management abilities.
• Commitment to continuous improvement and innovation.