Field Service Engineer
Bio-Techne
5 months ago
On-site
Washington, DC
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. Works independently with minimal supervision to ensure customer satisfaction.
Responsibilities:
- Communicate professionally with customers and internal stakeholders; adapt communication to the audience.
- Follow up to ensure resolution and satisfaction; escalate as necessary.
- Manage customer appointments from scheduling to completion; create detailed service/technical documentation.
- Demonstrate proficiency in assigned product lines; independently troubleshoot complex hardware/software issues.
- Diagnose challenging problems using information from multiple sources; anticipate parts needs for first-time fixes.
- Identify and propose solutions for technical/process gaps in service operations.
- Serve as a trusted technical resource; collaborate cross-functionally with R&D, Product Support, and Engineering.
- Strategize and manage customer escalations and drive resolution.
- Work independently with accuracy/accountability; maintain compliant service records and documentation.
Qualifications/Skills:
- Bachelor’s degree in Engineering/Electronics or related field (or equivalent experience).
- 5+ years field service or technical support experience in complex equipment/systems.
- Proven ability to independently diagnose and repair advanced hardware and software issues.
- Strong communication/interpersonal skills; demonstrated leadership/mentoring/coaching.
- Excellent organizational and time management; commitment to continuous improvement.
Benefits (starting day one): medical, dental, vision, life, short-term disability, long-term disability, pet, legal and ID shield; 401k/ESPP; HSA, FSA, Dependent Care FSA; paid holidays/PTO/paid parental leave; training/tuition reimbursement; employee resource groups and volunteer paid time off.
Responsibilities:
- Communicate professionally with customers and internal stakeholders; adapt communication to the audience.
- Follow up to ensure resolution and satisfaction; escalate as necessary.
- Manage customer appointments from scheduling to completion; create detailed service/technical documentation.
- Demonstrate proficiency in assigned product lines; independently troubleshoot complex hardware/software issues.
- Diagnose challenging problems using information from multiple sources; anticipate parts needs for first-time fixes.
- Identify and propose solutions for technical/process gaps in service operations.
- Serve as a trusted technical resource; collaborate cross-functionally with R&D, Product Support, and Engineering.
- Strategize and manage customer escalations and drive resolution.
- Work independently with accuracy/accountability; maintain compliant service records and documentation.
Qualifications/Skills:
- Bachelor’s degree in Engineering/Electronics or related field (or equivalent experience).
- 5+ years field service or technical support experience in complex equipment/systems.
- Proven ability to independently diagnose and repair advanced hardware and software issues.
- Strong communication/interpersonal skills; demonstrated leadership/mentoring/coaching.
- Excellent organizational and time management; commitment to continuous improvement.
Benefits (starting day one): medical, dental, vision, life, short-term disability, long-term disability, pet, legal and ID shield; 401k/ESPP; HSA, FSA, Dependent Care FSA; paid holidays/PTO/paid parental leave; training/tuition reimbursement; employee resource groups and volunteer paid time off.