Field Service Engineer
Bio-Techne
5 months ago
On-site
Maryland, United States
Operations
Job Summary:
The Field Service Engineer (FSE) provides technical expertise and leadership in the installation, maintenance, troubleshooting, and repair of complex equipment and systems. Operates independently with minimal supervision to ensure exceptional customer satisfaction through timely communication, strategic problem-solving, and proactive issue resolution. Serves as a technical resource to peers and junior engineers, contributing feedback to improve product performance and service processes.
Key Responsibilities:
- Provide timely, professional communication with customers and internal stakeholders; adapt communication to the audience.
- Follow up to ensure resolution and satisfaction; escalate as necessary.
- Manage customer appointments end-to-end and produce detailed service and technical documentation.
- Demonstrate proficiency in assigned product lines and related systems.
- Independently troubleshoot complex hardware and software issues.
- Diagnose and resolve challenging service problems using information from multiple sources.
- Predict parts requirements in advance to improve first-time fix rates.
- Identify and propose solutions for technical/process gaps in service.
- Serve as a trusted technical resource; collaborate cross-functionally with R&D, Product Support, and Engineering.
- Strategize and manage customer escalations to drive resolution.
- Work independently with accuracy and attention to detail; execute tasks efficiently and maintain compliance.
- Exhibit innovation in service delivery and process improvement; maintain accurate service records and documentation.
Qualifications:
- Bachelor’s degree in Engineering/Electronics/related field (or equivalent experience).
- 5+ years field service or technical support experience (preferably complex equipment/systems).
- Proven ability to independently diagnose and repair advanced hardware and software issues.
- Strong communication/interpersonal skills across technical and non-technical audiences.
- Demonstrated leadership/mentoring/coaching; strong organization and time management.
- Commitment to continuous improvement and innovation.
Benefits (if you are eligible): competitive insurance benefits (medical, dental, vision, life, short- and long-term disability, pet, legal/ID shield); 401k, ESPP, HSA, FSA, Dependent Care FSA; paid holidays/paid time off/paid parental leave; tuition reimbursement, training/development; employee resource groups, volunteer paid time off, events/charity drives.
The Field Service Engineer (FSE) provides technical expertise and leadership in the installation, maintenance, troubleshooting, and repair of complex equipment and systems. Operates independently with minimal supervision to ensure exceptional customer satisfaction through timely communication, strategic problem-solving, and proactive issue resolution. Serves as a technical resource to peers and junior engineers, contributing feedback to improve product performance and service processes.
Key Responsibilities:
- Provide timely, professional communication with customers and internal stakeholders; adapt communication to the audience.
- Follow up to ensure resolution and satisfaction; escalate as necessary.
- Manage customer appointments end-to-end and produce detailed service and technical documentation.
- Demonstrate proficiency in assigned product lines and related systems.
- Independently troubleshoot complex hardware and software issues.
- Diagnose and resolve challenging service problems using information from multiple sources.
- Predict parts requirements in advance to improve first-time fix rates.
- Identify and propose solutions for technical/process gaps in service.
- Serve as a trusted technical resource; collaborate cross-functionally with R&D, Product Support, and Engineering.
- Strategize and manage customer escalations to drive resolution.
- Work independently with accuracy and attention to detail; execute tasks efficiently and maintain compliance.
- Exhibit innovation in service delivery and process improvement; maintain accurate service records and documentation.
Qualifications:
- Bachelor’s degree in Engineering/Electronics/related field (or equivalent experience).
- 5+ years field service or technical support experience (preferably complex equipment/systems).
- Proven ability to independently diagnose and repair advanced hardware and software issues.
- Strong communication/interpersonal skills across technical and non-technical audiences.
- Demonstrated leadership/mentoring/coaching; strong organization and time management.
- Commitment to continuous improvement and innovation.
Benefits (if you are eligible): competitive insurance benefits (medical, dental, vision, life, short- and long-term disability, pet, legal/ID shield); 401k, ESPP, HSA, FSA, Dependent Care FSA; paid holidays/paid time off/paid parental leave; tuition reimbursement, training/development; employee resource groups, volunteer paid time off, events/charity drives.