Field Support Engineer

Quality Control Specialist - Pest Control; Philadelphia (Philadelphia County); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in the science of hemostasis seeks a Field Service Engineer to deliver exceptional technical support and customer service. Ideal candidates will troubleshoot complex diagnostic equipment, build strong relationships with clients, and maintain service records. This role requires a proactive mindset, strong communication skills, and extensive travel within the territory.

Qualifications

• At least 3 years of experience troubleshooting diagnostic equipment.
• Valid Driver's License required.
• Willingness to travel extensively (up to 75% overnight).

Responsibilities

• Provide technical support on Stago instruments to minimize downtime.
• Build customer relationships through effective communication.
• Document service activities and maintain compliance with regulations.

Skills

Troubleshooting

Problem-solving

Customer Service

Communication

Education

High School diploma or GED

Technical certificate or associate degree

Bachelor's degree

Tools

Windows operating systems

Diagnostic equipment

Job description

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

Ideal candidates for this position will be located in the greater Philadelphia, PA area.

Stago's Field Service Engineers provide technical support and customer service for Diagnostica Stago's products. The role involves ensuring timely service delivery, maintaining communication with customers, and resolving issues effectively. The ideal candidate is proactive, thrives in a dynamic environment, and is committed to customer satisfaction.

Essential Duties & Responsibilities:

• Provide on-site and remote technical support for Stago instruments, diagnosing and resolving issues to minimize downtime.
• Build strong customer relationships through active listening, clear communication, and professionalism.
• Prioritize service requests, manage workload, and address customer concerns promptly.
• Install instruments at customer sites, conduct sales demos, and participate in product shows.
• Perform installation, maintenance, and repairs to ensure optimal system performance.
• Provide on-site training to end users and laboratory personnel on instrument operation and troubleshooting.
• Maintain ongoing communication with customers and internal teams until issues are resolved.
• Collaborate with internal teams to improve service strategies and share insights.
• Document service activities, including work orders and system information, following SOPs and regulations.
• Analyze and troubleshoot problems, perform repairs, and replace parts as needed.
• Maintain accurate service records and ensure compliance with regulatory guidelines.
• Assist in promoting service contracts and educate customers on support options.
• Escalate unresolved or recurring issues promptly.
• Support special projects and tasks assigned by RFSM.
• Drive customer satisfaction through effective service delivery.
• Provide technical assistance and troubleshooting support.
• Support internal cooperation and customer satisfaction efforts across departments.

Education & Requirements:

• High School diploma or GED required; technical certificate or associate degree is a plus; bachelor's degree preferred.
• At least 3 years of experience troubleshooting and repairing diagnostic equipment.
• Valid Driver's License.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Knowledge of database, internet software, and Windows operating systems.
• Ability to work independently, manage time, and adapt to changing priorities.
• Willingness to travel extensively within the territory, up to 75% overnight travel, including occasional weekends and holidays.
• Ability to travel via air and rental car as needed.

The physical demands are representative of those required to perform essential job functions. Reasonable accommodations may be provided for individuals with disabilities.

This position requires full COVID-19 vaccination unless a legally required accommodation is in place.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. For more information, review the "Know Your Rights" notice from the Department of Labor.