Field Service Engineer II (Portland, OR)

HighRes; Portland (OR); On-site; USD 70,000 - 90,000; Full time

Job summary

HighRes Biosolutions is seeking a Field Service Engineer to install, service, and repair HighRes devices at customer sites. This role focuses on the hardware aspects of the products, coordinating with the Automation Support Engineer for full coverage support.

Responsibilities include troubleshooting and calibrating robotic systems, rapid response to support requests, and documenting issues and resolutions. You may mentor junior staff and contribute to knowledge base expansion.

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• 2+ years direct field service or customer-facing support experience (5 years at senior level).
• Willingness to travel weekly (40–80%) and occasional international travel.

Responsibilities

• Troubleshoot, repair, and maintain HighRes devices, systems, and automation platforms.
• Deploy and calibrate robotic systems at customer sites.
• Provide rapid response to customer support requests and triage issues.
• Document support case issues, activities, and resolutions.
• Collaborate with Automation Support Engineers and operations teams on updates and upgrades.
• Train customers on device operation and Cellario software basics.
• Develop customer relationships to drive engagement and referrals.
• Author service documentation and contribute knowledge base content.
• Mentor junior Field Service Engineers and contribute to service delivery excellence.
• Participate in ongoing technical and professional training for skill growth.
• Coordinate with third-party device manufacturers to resolve tier-2/3 issues.
• Manage field service spares and inventory accurately.

Skills

Field service

Problem solving

Customer communication

Team collaboration

Documentation

Travel readiness

Education

Bachelor’s degree in electromechanical / life science / engineering or equivalent experience

Tools

Cellario software

Job description

Summary

The Field Service Engineer position at HighRes Biosolutions is the primary role responsible for installation, maintenance, troubleshooting and repair of systems and devices at customer sites. This position is specialized on the hardware aspect of the products, coordinating with the Automation Support Engineer role (Software and configuration-focused) for full coverage support of the products.

• Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
• Deploy and calibrate robotic systems at customer sites.
• Provide rapid response to customer support requests; initiating troubleshooting and triage of customer-reported product issues.
• Complete accurate and timely documentation of support case issues, activities, and resolution.
• Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
• Train customers on routine operation of devices and perform basic Cellario software training.
• Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
• Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
• Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
• Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
• Occasional co‑ordination with laboratory instrumentation and robot third‑party device manufacturers to achieve tier‑2 and tier‑3 issue resolution.
• Manage and maintain field service spares and a service inventory accurately.

Responsibilities

• Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
• Deploy and calibrate robotic systems at customer sites.
• Provide rapid response to customer support requests; initiating troubleshooting and triage of customer‑reported product issues.
• Complete accurate and timely documentation of support case issues, activities, and resolution.
• Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
• Train customers on routine operation of devices and perform basic Cellario software training.
• Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
• Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
• Mentor and train junior‑level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
• Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
• Occasional co‑ordination with laboratory instrumentation and robot third‑party device manufacturers to achieve tier‑2 and tier‑3 issue resolution.
• Manage and maintain field service spares and a service inventory accurately.

Key Skills

• Has completed, and is skilled in, all aspects of Field Service Engineer training program, including foundational training modules, related hands‑on courses, and exercises.
• Works independently to solve technical issues on HighRes products and demonstrates clear application of training and competency in problem‑solving.
• Works proactively with support and cross‑functional groups to achieve timely and customer‑focused issue resolution.
• Collaborates with senior Customer Service team members and Customer Service management to ...
• Strong written and oral skills in communication of technical and non‑technical information to customers and colleagues at multiple organizational levels.
• Organized and self‑managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
• Demonstrates strong customer service skills with ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with professional demeanor.

Additional Responsbilities And Skills At Senior Level

• Perform on‑the‑job training for Level I/II Field Service Engineers, as assigned and recommend new training modules/topics to training program manager.
• Collaborate with Sr. Automation Support Engineers to define and assure complete and effective case resolution is achieved.
• Organize and conduct proactive customer status and review meetings at assigned accounts.
• Conduct pre‑defined Field Service Training modules on assigned topics.
• Coordinate with Principal Field Service Engineers on management and resolution of escalated hardware issues at customer accounts.
• Carry specialist or “first trained” designation on subset of HighRes products and devices, as assigned.
• Member/participant in departmental and cross‑functional process and technical improvement projects with ability to analyze and propose new project ideas.

Qualifications

• (North America) Bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of degree is required.
• (Europe) Qualified to a minimum of HNC level with a bias in mechanical or electrical engineering, or Central European equivalent. Modern apprenticeship qualifications will also be considered.
• Typically, a minimum of 2 years (5 years at Senior Level) direct experience in a field service or customer‑facing support role, with preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service. In‑house automation support/engineering experience will also qualify.
• HVAC/cooling/environmental experience as well as control software/firmware, computer communications (TCP/IP, RS232), and object‑oriented programming experience are advantages, but not required.
• Knowledge of Computer communications (TCP/IP, RS232).
• Ability to travel weekly to customer sites, with overnight domestic travel (40-55% in senior, 60 -80% in level II role) and potential, occasional international travel required.
• Valid driver’s license.