Job Brief

We are looking for a Field Service Technician to deliver on-site service. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.

Responsibilities include: 

• Provide service and customer support during field visits
• Managing all on-site installation, repair, maintenance and test tasks.
• Diagnosing errors or technical problems and determining proper solutions and parts needed to fix the problem.
• Troubleshoot errors and technical issues over the phone.
• 80% Travel US East Coast
• Provide service and customer support during field visits.
• Tie workflow to schedule
• Manage all on-site installation, repair, maintenance and test tasks. 
• Diagnose errors or technical problems and determine proper solutions and parts needed to fix the problem. 
• Produce timely and detailed service reports.
• Strong verbal and written communications. 
• Follow all company procedures and protocols. 
• Cooperate with technical team and share information across the organization.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Ensuring customer’s service needs are quickly and efficiently met to ensure customer satisfaction. 
• Build positive relationships with customers and promote products. 

Desired Attributes:

• Proven field service experience.
• Ability to troubleshoot, test, repair and service laboratory equipment including autoclaves, rotary evaporators, and other products.
• Ability to adapt to changing work schedules. 
• Familiarity with electronics, electronic testing equipment, plumbing, mechanical equipment, and hand tools.
• Technical degree or certification
• Travel Mon-Fri up to 80%, covering the U.S East Coast so overnight stays required. 
• Ability to work flexible shifts and to adapt to changing work schedules

Preferred Experience and Qualifications

• Collaborative — A dynamic personality that is collaboratively minded, can recognize and identify strengths, seek consensus around mutual goals, and build meaningful relationships. 

• Methodical — Strong analytical, systems, and problem solving skills to evaluate performance, prepare reports, and recommend/implement solutions using independent judgement.  Ability to move from concepts to action through strong program design and evaluation.

• Reliable — The ability to deliver high quality service.  Highly capable of handling multiple tasks, projects and timelines. Excellent oral and written communications skills.

• Trusted — Ability to work with customers, partners, and staff of diversified backgrounds with a positive solutions oriented attitude. 

• Driven — Passion for the work and an interest in continuous learning and improvement.