Make an Impact! Discover Echo is a revolutionary company that has redesigned microscopy for the life sciences landscape. Our unique hybrid microscopes are used around the world by educators, scientists, and researchers for cutting-edge applications. With progressive design, we empower our users to change the way they view science. We love working with brilliant people to create, build, and promote the best products in our industry.
We are seeking a Field Service Engineer provides post-sale technical support and service through onsite and remote customer engagement in an on-call capacity.
Essential Duties and Responsibilities
- Provides post-sale technical service and support to customers, including installation, calibration, troubleshooting, routine service, repairs, inspections, and maintenance of Echo microscope systems
- Responds to and resolves customer issues for equipment errors and malfunctions
- Ensures customer satisfaction is met throughout the support process and the entire customer lifecycle
- Works to ensure minimal customer downtime and workflow interruptions
- Documents and compiles data of maintenance, hardware, and software to report back to management.
- Resolves issues to not only address the immediate issue but also incorporate resolutions at a root cause level
- Self manages travel schedule to minimize travel costs.
- Acts as liaison between the customer, sales, and operations personnel
- Documents work performed and maintains excellent records and customer logs
- Performs other work-related duties as assigned
Minimum Qualifications (Knowledge, Skills, and Abilities)
- High school diploma or equivalent and at least 3 years of related technical experience, graduate of technical school
- Valid Driver’s license in good standing
- Experience in the use of tools, and diagnostic test equipment
- Strong ability to troubleshoot, diagnose, repair and document product/system issues
- Strong understanding of wireless communication protocols
- Ability to write reports and compose business correspondence
- Ability to effectively establish rapport, present information and respond to questions from customers
- Ability to work flexible shifts and to adapt to changing work schedules
- Ability to work independently without supervision
- Frequent travel on short notice, non-standard hours. Domestice and international travel required.
Working conditions
Physical Requirements
Prolonged periods of sitting and standing. This position requires a considerable amount of lifting, bending, stooping, pushing, and pulling. Ability to lift up to 75 lbs. Protective devices required in designated areas.