Field Service Engineer: Diagnostic Instruments (On-site/Remote)

Diagnostica Stago; Ohio; On-site; USD 63,000 - 82,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

PTO

Life Insurance

Disability Insurance

Leave program

Bonus plan

Automobile plan

Job summary

Diagnostica Stago is seeking a Field Service Engineer to deliver on-site and remote technical support for Stago instruments in the Cleveland, OH area. You will install, diagnose, troubleshoot, and repair equipment, while maintaining excellent customer relations and timely responses to service requests.

The role requires proactive problem-solving, strong communication, and the ability to train end users and lab personnel.

Qualifications

• High School diploma or GED required; Associates or Technical certificate a plus; Bachelor's degree preferred.
• 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.
• Knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.
• Excellent customer service and communication skills with the ability to explain complex technical concepts clearly.
• Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment.
• Willingness to travel extensively within the assigned territory; up to 75% overnight travel.

Responsibilities

• Provide on-site and remote technical support for Stago instruments and systems.
• Foster strong relationships with customers via active listening and professional interactions.
• Prioritize service requests, manage workload, and ensure timely resolution.
• Install instruments at customer facilities and support sales demos and product shows.
• Perform installation, maintenance, and repairs to ensure optimal system performance.
• Provide on-site training for end users and lab personnel.
• Provide ongoing updates and retain communication with customers and HQ until issue resolution.
• Collaborate with internal teams to share insights and improve service strategies.
• Document work orders and analyzer information in accordance with SOP and regulatory requirements.
• Analyze findings and perform troubleshooting to repair or replace components as needed.
• Maintain service records and follow regulatory guidelines.
• Identify opportunities for service contracts and educate customers on options.
• Escalate recurring issues per SOP.
• Support special projects as assigned.
• Drive high levels of customer satisfaction through field service duties.
• Provide technical assistance as required.
• Foster teamwork across departments to improve cooperation and satisfaction.

Skills

Strong troubleshooting

Customer service

Communication skills

Database & Internet software knowledge

Windows familiarity (Windows 10/7, NT,

Time management

Travel willingness (up to 75%/overnigh

Valid Driver's License

Education

High School diploma or GED

Associate degree or technical certificate

Bachelor’s degree (preferred)

Job description

Diagnostica Stago is seeking a Field Service Engineer to deliver on-site and remote technical support for Stago instruments in the Cleveland, OH area. You will install, diagnose, troubleshoot, and repair equipment, while maintaining excellent customer relations and timely responses to service requests.

The role requires proactive problem-solving, strong communication, and the ability to train end users and lab personnel.