National Diagnostics Engineer – Data-Driven Support

Diagnostica Stago; Tallahassee (FL); Remote; USD 90,000 - 120,000; Full time

Job summary

Diagnostica Stago seeks a National Support Engineer (NSE) to act as SME for its installed base across North America. The role provides second-level support to Field Service Engineers and partners with internal teams to resolve complex technical issues rapidly.

You will analyze service data, identify trends, and implement actions to improve instrument performance and parts usage. Occasional training and field demonstrations are also required.

Qualifications

• Associate degree with 5+ years service experience or Bachelor’s degree with 3+ years customer interface experience.
• Familiarity with Excel and Windows Office Suite applications.
• Strong technical troubleshooting and diagnostic instrument knowledge.
• Experience with escalation management and technical report generation.
• Proficiency in Power BI or similar data analysis tools.

Responsibilities

• Serve as SME for installed base and provide second-level support to Field Service Engineers.
• Support during active interventions and escalations in US and Canada.
• Capture, document, and attach detailed escalation reports with data, diagrams, and RCA.
• Mentor/train Field Support Group to improve technical competence.
• Use Power BI reporting to analyze service data and improve instrument performance.
• Identify trends, fields training needs, and drive corrective actions.
• Represent Field Support Group at seminars, meetings, and workshops.
• Assist marketing with new product development and issue resolution.
• Provide in-house and on-site product training/demos as needed.

Skills

Technical troubleshooting

Escalation management

Data analysis

Customer interface

Education

Associate's Degree in related field

Bachelor’s Degree in related field

Tools

Power BI

Excel

Windows Office Suite

Job description

Diagnostica Stago seeks a National Support Engineer (NSE) to act as SME for its installed base across North America. The role provides second-level support to Field Service Engineers and partners with internal teams to resolve complex technical issues rapidly.

You will analyze service data, identify trends, and implement actions to improve instrument performance and parts usage. Occasional training and field demonstrations are also required.