Field Support Engineer

Diagnostica Stago, Inc.; Akron (OH); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the field of hemostasis and thrombosis seeks a dedicated Field Service Engineer. This role involves providing exceptional technical support and customer service for advanced diagnostic instruments. Ideal candidates will thrive in a fast-paced environment, demonstrating strong problem-solving skills while ensuring customer satisfaction. Responsibilities include troubleshooting, installation, and maintenance of equipment, along with training users and managing service requests. If you are proactive and passionate about delivering top-quality service, this opportunity is perfect for you.

Qualifications

• 3+ years experience troubleshooting and repairing diagnostic equipment.
• Strong problem-solving and customer service skills required.

Responsibilities

• Provide on-site and remote support for Stago instruments.
• Install instruments and conduct sales demos at customer sites.

Skills

Troubleshooting

Customer Service

Problem-Solving

Communication

Education

High School diploma or GED

Technical certification or associate degree

Bachelor's degree

Tools

Windows OS

Basic database/internet software

Job description

Diagnostica Stago, Inc. (DSI) is an industry leader in the science of hemostasis and thrombosis. DSI is dedicated to developing and providing top-quality hemostasis products, technical support, and services.

Position Overview

Ideal candidates for this position will be located in the Northwestern Ohio area. Stago's Field Service Engineers provide exceptional technical support and customer service for Diagnostica Stago's products. This role involves ensuring timely service delivery, maintaining strong communication with customers, and demonstrating commitment to problem resolution. The ideal candidate is proactive, thrives in a dynamic environment, and is dedicated to customer satisfaction.

Essential Duties & Responsibilities

1. Technical Support & Troubleshooting: Provide on-site and remote support for Stago instruments, diagnosing and resolving issues efficiently to minimize downtime.
2. Customer Service: Build strong relationships with customers through active listening, clear communication, and professionalism.
3. Response & Resolution: Prioritize and manage service requests to address customer concerns promptly.
4. Installation & Demonstrations: Install instruments at customer sites, conduct sales demos, and participate in product shows to ensure full functionality.
5. Maintenance & Repairs: Perform installation, maintenance, and repairs to optimize system performance.
6. Training & Education: Provide on-site training to end users and lab personnel on instrument operation and troubleshooting.
7. Follow-Through & Communication: Keep customers, managers, and HQ updated until issues are fully resolved.
8. Collaboration & Reporting: Work with internal teams to share insights and improve service strategies.
9. Documentation: Maintain accurate records of service activities, work orders, and analyzer information as per SOP and regulatory standards.
10. Problem Analysis & Repair: Diagnose issues via phone or on-site, perform troubleshooting, and carry out necessary repairs.
11. Compliance & Documentation: Follow regulatory guidelines and ensure all work complies with company policies.
12. Service Contract Promotion: Identify opportunities for service agreements and educate customers on options.
13. Issue Escalation: Escalate recurring or unresolved issues promptly.
14. Additional Tasks: Assist with special projects/tasks as assigned and support team efforts to improve customer satisfaction.

Qualifications & Requirements

1. High School diploma or GED required; technical certification or associate degree preferred; bachelor's degree is a plus.
2. Minimum of 3 years experience troubleshooting and repairing diagnostic or related equipment.
3. Valid driver’s license and willingness to travel extensively (up to 75% overnight travel).
4. Strong troubleshooting, problem-solving, and customer service skills.
5. Proficiency with Windows OS and basic database/internet software.
6. Ability to work independently, manage time effectively, and adapt to changing priorities.
7. Willingness to travel by air or car, including occasional weekend/holiday on-call work.

Physical & Other Requirements

This role requires meeting physical demands necessary to perform essential functions. Reasonable accommodations may be provided for individuals with disabilities. The role also requires full COVID-19 vaccination unless legally exempted.

Equal Opportunity Employment

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, or veteran status. For more information, review the "Know Your Rights" notice from the Department of Labor.