Ideal candidates for this position will be located in the Burlington, NC area.Stago's Field Service Engineers provide exceptional technical support and superior customer service for Diagnostica Stago's products. This role is critical in ensuring timely and effective service delivery, maintaining strong communication with customers, and demonstrating unwavering commitment to problem resolution. The ideal candidate is a proactive problem solver who thrives in a dynamic environment and is dedicated to ensuring the highest level of customer satisfaction.
Essential Duties & Responsibilities:
- Technical Support & Troubleshooting: Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues efficiently to minimize downtime.
- Customer-Centric Service: Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions.
- Timely Response & Resolution: Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly.
- Installs instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostica Stago specifications.
- Preventive Maintenance & Installation: Perform installation, , maintenance, and repairs to ensure optimal performance of Stago systems at customer sites, sales demos, trade shows, etc.
- Training & Education: Provide supplemental on-site training end users and laboratory personnel on proper operation, maintenance, and troubleshooting of instruments to enhance user confidence and system longevity.
- Continuous Follow-Through: Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process.
- Collaboration & Reporting: Work closely with internal teams, including technical support, sales, and product management, to share insights and improve service strategies.
- Documents and records information considered a part of the repair record, to include work orders, analyzer information, update information, etc., which must be completed in accordance with SOP timeliness and regulatory agencies.
- Analyzes, reviews and inspects findings to determine source of problem via telephone and/or on-site. Performs trouble shooting to repair, replace necessary parts, or other corrective action to ensure optimal operation on analyzers per SOP.
- Compliance & Documentation: Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations.
- Service Contract Promotion: Assist in identifying opportunities for service contracts and extended service agreements, educating customers on available options to enhance their support experience and system performance.
- Escalate all open or reoccurring issues in a timely manner for prompt resolution per SOP.
- Special projects/tasks as assigned by RFSM.
- Drive high level customer satisfaction through the successful completion of field service related duties and responsibilities.
- Provides technical assistance/ troubleshooting as required.
- Fosters teamwork by supporting all necessary Stago departments in the goal of improving internal cooperation and customer satisfaction.
Education & Requirements:
- High School or (GED) required. Associates Degree or Certificate from Technical School a plus. Bachelor's from 4 year college or university preferred.
- 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required.
- Valid Driver's License.
- Strong technical troubleshooting and problem-solving skills.
- Excellent customer service and communication skills, with the ability to explain complex technical concepts in a clear, user-friendly manner.
- To perform this job successfully, an individual should have knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS.
- Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment.
- Willingness to travel extensively within the assigned territory and occasionally beyond. Up to 75% overnight travel may be required depending on territory. Occasional weekend/holiday on-call coverage for the region.
- Ability to travel by common air carrier, or rental car as needed.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or other characteristics protected by law.
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.
