Field Services Engineer

Cypress HCM; Milwaukee (WI); On-site; USD 70,000 - 79,000; Full time

Benefits offered by this job

Health benefits

PTO

Bonus potential

Job summary

The Field Service Engineer at Cypress HCM in Milwaukee, WI provides on-site technical support and service for laboratory instruments, with potential regional coverage as needed. You perform installations, preventive maintenance, repairs, and upgrades to ensure safety and performance.

Diagnosing electronics, mechanical, and software issues, you work with lab staff to plan upgrades and document visits, while travel flexibility and strong customer service are essential.

Qualifications

• Bachelor's degree in a technical field (engineering/electronics/CS/biomedical tech).
• Strong knowledge of electronics, electromechanical systems, mechatronics, PLCs, and pneumatics.
• Intermediate networking, system architecture, and IT familiarity.
• Experience coordinating with IT, lab management, and stakeholders.
• Willingness to travel extensively, including overnight/national travel.
• Valid driver’s license and ability to obtain site credentials.

Responsibilities

• Perform installations, preventive maintenance, troubleshooting, repairs, and upgrades on laboratory instruments.
• Use diagnostic tools and schematics to diagnose mechanical, electrical, and software issues.
• Service microbiology, molecular diagnostics, LC, and MS platforms.
• Communicate instrument status and recommendations to lab personnel.
• Coordinate with internal teams for additional billable services and PMs.
• Plan and execute software/hardware upgrades with minimal lab disruption.
• Maintain accurate service records and escalate issues per procedures.
• Manage service requests with possible overnight travel; ~50% travel may occur.
• Participate in rotating weekend/holiday support; remote assistance may be required.

Skills

Communication skills

Customer service

Independent work

Travel willingness

Technical troubleshooting

Education

Bachelor's degree in engineering/electronics/CS/biomedical tech

Tools

PLC programming

Electronic test equipment

Networking/configuration tools

Job description

The Field Service Engineer is responsible for providing technical support and equipment service to laboratory customers across an assigned territory, with additional regional or national coverage as business needs arise. This role focuses on maintaining the reliability, performance, and functionality of advanced laboratory instrumentation through troubleshooting, repairs, installations, preventive maintenance, and system upgrades.

The ideal candidate is technically skilled, customer-focused, and comfortable working independently in a field-based environment. The position requires strong problem-solving abilities, effective communication, and flexibility to accommodate changing service priorities and occasional short-notice local travel.

Key Responsibilities

• Perform equipment installations, preventive maintenance, troubleshooting, repairs, and system upgrades to ensure laboratory instruments operate safely and meet performance requirements.
• Use diagnostic tools, electronic test equipment, technical documentation, and system schematics to identify and resolve mechanical, electrical, and software-related issues.
• Service a range of automated laboratory platforms, including microbiology, molecular diagnostics, liquid chromatography, and mass spectrometry systems.
• Communicate clearly with laboratory personnel regarding service activities, equipment status, identified issues, and recommended next steps.
• Partner with internal service and support teams to identify opportunities for additional billable work, including preventive maintenance agreements, equipment relocations, and other technical services.
• Work with customers to plan and execute software, hardware, and instrument upgrades while minimizing disruption to laboratory operations.
• Maintain accurate records of service visits, repairs, equipment performance, and customer complaints. Escalate issues through established reporting and investigation procedures.
• Manage scheduled and urgent service requests, including overnight travel and occasional assignments outside the primary territory. Travel outside the assigned region may reach approximately 50%, depending on business demands.
• Participate in a rotating weekend and holiday support schedule, typically approximately once every six weeks. Availability for remote assistance and occasional travel may be required.

Required Qualifications

• Bachelor's degree in engineering, electronics, computer science, biomedical technology, or a related technical field.
• Working knowledge of electronic circuits, electromechanical systems, mechatronics, programmable logic controllers (PLCs), and pneumatic components.
• Intermediate understanding of computer networking, system architecture, and network configuration.
• Familiarity with computer operating systems, software maintenance, and routine system upgrades.
• Ability to coordinate technical activities with customer IT departments, laboratory management, and other stakeholders.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly.
• Excellent customer service, interpersonal, and organizational skills.
• Ability to work independently, prioritize service requests, and adapt to changing schedules.
• Willingness to travel extensively, including overnight and occasional national travel.
• Valid driver's license, acceptable driving history, and compliance with applicable company vehicle safety requirements.
• Ability to obtain and maintain required customer-site credentials, including applicable identification requirements.

Preferred Qualifications

• Experience supporting laboratory automation or robotic systems.
• Hands-on experience with liquid chromatography and mass spectrometry instrumentation.
• Familiarity with laboratory information systems (LIS), databases, and laboratory software integrations.
• Industry-recognized IT certifications, such as CompTIA A+, Microsoft, or Cisco credentials.
• Knowledge of fundamental cybersecurity principles and standard IT security practices.
• Experience providing field-based technical support for complex scientific or diagnostic equipment.

Salary of $70,000 - $79,000 annually + Bonus + PTO and Health Benefits