National Support Engineer

Diagnostica Stago; Town of Florida (NY); Remote; USD 90,000 - 130,000; Full time

Job summary

Diagnostica Stago seeks a National Support Engineer (NSE) to serve as SME for installed base in North America. The role provides advanced technical support to Field Service Engineers, analyzes service data, and drives improvements in instrument performance, MTBRV, and parts usage. Expect travel and cross-functional collaboration with internal teams.

You will mentor FSG, develop action plans from trend analyses, and support new product releases while maintaining high customer satisfaction.

Qualifications

• Associate's Degree with 5+ years related experience OR Bachelor's Degree with 3+ years customer interface experience
• Proficiency with Excel and Windows Office Suite applications and other company software
• Valid passport and current driver's license
• Strong technical troubleshooting skills for diagnostic instruments
• Experience with escalation management and technical report generation

Responsibilities

• Serve as primary escalation point for Field Service Engineers (FSEs) providing expert guidance
• Provide phone or on-site support during active service interventions in US and Canada
• Generate detailed escalation reports with data, pictures, diagrams and root cause analysis
• Mentor/train the Field Support Group to improve technical competence and customer satisfaction
• Perform trend analysis using Power BI and develop action plans for performance improvements
• Represent Field Support Group at seminars, meetings, and workshops as needed
• Drive compliance with SOPs and policies and support new product releases
• Provide routine support during manpower shortages and participate in curative, PM, TB, and installation tasks
• Assist Marketing with new product development and issue resolution
• Conduct customer in-house and on-site training/demonstrations
• Provide customer leads and intelligence from technical calls and visits
• Assist in field and internal training of TSSs and FSEs upon request

Skills

Technical troubleshooting

Power BI

Excel

Windows Office

Customer training

Escalation management

Education

Associate's Degree

Bachelor's Degree

Tools

Power BI

MS Office

Job description

The ideal candidate can be located anywhere in the continental United States.

The National Support Engineer (NSE) serves as a Subject Matter Expert (SME) for Stago North America's installed base of diagnostic instruments. This role provides professional second-level support to the Field Service Engineering team and collaborates closely with internal departments to drive timely and thorough issue resolution. The NSE will be responsible for analyzing service data, identifying trends, and implementing actions that improve instrument performance, mean time between repair visits (MTBRV), and parts usage efficiency. Additionally, the NSE will proactively engage with customers for advanced user training and retention efforts.

• Technical Expertise & Second-Level Support: Serve as the primary escalation point for Field Service Engineers (FSEs), providing expert guidance and troubleshooting assistance to resolve complex technical issues in a timely and profession manner.
  - Provide phone and/or on-site support during active service interventions and escalations as required in US and Canada
• Escalation & Case Management:
  - Work closely with support departments to ensure timely and thorough communication of issues, including the generation of detailed escalation reports.
  - Capture and document all pertinent information related to the instrument, customer, and environment, ensuring escalation reports include data, pictures, diagrams, and root cause analysis (if applicable).
  - Attach comprehensive reports to escalation cases for accurate tracking and future reference.
• Utilize support interactions as an opportunity to technically mentor/train/educate the FSG Team. Drive Customer Satisfaction by increasing the Technical Competence of the entire Field Support Group.
• Trend Analysis & Reporting:
  - Review escalation reports quarterly to identify trends and propose corrective actions.
  - Utilize Power BI (PBI) reporting to analyze service data, drive instrument performance improvements, and optimize parts usage.
  - Identify outliers (e.g., specific instruments, FSEs, or customer sites) and develop targeted action plans, including field trainings to address performance gaps.
• Represents Field Support Group at seminars, conventions, meetings, VIP presentations, and workshops as necessary.
• Focal Point for TLA, Digital Tools and Middleware support. This includes new vendor evaluations and new product release preparations.
• Drive compliance by adhering to all Stago SOPs and Policies and acting as a role model and leading by example
• Occasionally provide routine support during times of local manpower shortage. May include Curative, PM, TB and/or Installation support.
• Special projects as assigned by Senior FSG Management.
• Assist Marketing with new product development and existing product issue resolution
• Performs customer in-house and on-site product training/demonstrations as necessary.
• Furnishes leads and customer intelligence based upon technical calls and visits.
• Occasionally assists Technical Training Manager with in-house as well as field training of TSS's, FSE's, Hotline and Sales upon request

Education & Requirements

• Associate's Degree in a related field with 5 or more years related experience required; or Bachelor's Degree in a related field preferred, with 3+ years direct customer interface experience required; or Associate's Degree required in related field with 3 years Stago experience required
• To perform this job successfully, an individual should be familiar with Excel and Windows Office Suite Applications and other company software.
• Valid passport, and current driver's license is mandatory.
• Strong technical troubleshooting skills and expertise in diagnostic instruments.
• Demonstrated ability to analyze service data, identify trends, and implement process improvements.
  
• Experience with escalation management and technical report generation.
• Proficiency in Power BI or similar data analysis tools for reporting and trend analysis.
• Excellent communication and collaboration skills, with the ability to work cross-functionally.
• Up to 80% overnight travel in both the US and Canada, including travel by car and air.

To perform this job successfully, an individual must be able to perform each qualification satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.