National Support Engineer — Remote Role with Heavy Travel

Diagnostica Stago; Texas; Remote; USD 90,000 - 120,000; Full time

Job summary

Diagnostica Stago is seeking a National Support Engineer to serve as SME for our installed base across North America. You will provide second-level support to Field Service, analyze service data, and drive improvements in instrument performance and MTBRV.

You will mentor the FSG team, develop trend analyses with Power BI, and lead advanced customer trainings. Travel up to 80% across the US and Canada is expected.

Qualifications

• Associate's Degree in a related field with 5+ years related experience or Bachelor's with 3+ years direct customer interface experience
• Familiar with Excel and Windows Office Suite Applications and other company software
• Valid passport and current driver’s license
• 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

Responsibilities

• Serve as the primary escalation point for Field Service Engineers, providing expert guidance and troubleshooting assistance
• Provide phone and on-site support during active service interventions in US and Canada
• Capture and document all pertinent instrument, customer, and environment data in escalation reports
• Mentor/train the FSG Team to raise technical competence
• Review escalation reports quarterly to identify trends and propose corrective actions
• Utilize Power BI reporting to analyze service data and optimize instrument performance and parts usage
• Travel to seminars, conventions, meetings, and workshops as needed
• Drive compliance by adhering to Stago SOPs and Policies

Skills

Technical troubleshooting

Communication

Team collaboration

Education

Associate's Degree in a related field

Bachelor’s Degree in a related field

Tools

Excel

Windows Office Suite

Power BI

Job description

Diagnostica Stago is seeking a National Support Engineer to serve as SME for our installed base across North America. You will provide second-level support to Field Service, analyze service data, and drive improvements in instrument performance and MTBRV.

You will mentor the FSG team, develop trend analyses with Power BI, and lead advanced customer trainings. Travel up to 80% across the US and Canada is expected.