Position Summary

The Life Science Field Service Engineer is responsible for providing technical support and expertise to our customers. This includes on-site installation of our instruments at customer labs, troubleshooting equipment issues, assisting with servicing instrumentation remotely and in person, and ensuring optimal performance and functionality for our Life Science products. Collaborating closely with our sales and engineering teams, this role will help to identify customer needs, provide training, and deliver exceptional customer service. This is an exciting opportunity to contribute directly to scientific advancement by ensuring our customers have reliable, cutting-edge tools for their research.

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Position Type

• Based in Lafayette, IN facility accepting Hybrid/Remote applicants
• Full Time, Salaried, Exempt
• Days and hours of work are generally performed Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Must be flexible to work outside of normal hours
• Travel up to 100% may be required to customer sites.
• Nights and weekend work when needed

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Remote Field Service

• Provide technical assistance to Life Science customers across a range of products
• Perform remote support appointments via online tools to help solve software/system issues
• Initiate contact and follow-up with customers to resolve problems and answer questions
• Communicate and collaborate with engineering team on product updates/changes/prospective new products
• Escalate and advise on customer requests for replacement or new equipment to sales Team
• Prepare, process, review and monitor various documents
• Provides reports, advisory support and assistance to the department supervisor as needed.

On-Site Field Service

• Installs new equipment at customers facilities
• Performs on-site training on basics of how to use equipment
• On-site troubleshooting and repair of instruments
• Attends trade shows, support existing clients, network, and learn
• Attends seminars, sales meetings or educational activities to stay up-to-date on the latest developments, trends, regulations in the marketplace
• Performs other work-related duties as assigned

Customer Relationship Management

• Act as a point of escalation for clients ensuring best in class service is constantly being delivered
• Work positively with support functions to fully define the processes/procedures/controls relevant to team activities
• Provide support and input to continuous improvement activities within the team
• Liaise and communicate effectively with customers and other departments

Qualifications

Education/Licenses/Certification

• Four (4) year Technical Degree: BME/Electrical/Mechanical Engineering Preferred
• Must maintain a valid driver?s license and the ability to meet company insurance requirements
• Must maintain a valid international passport

Preferred Experience & Skills

• Strong computer skills
• Troubleshooting mindset to help identify the root cause quickly
• Knowledge of basic electronics
• Experience working in a research lab environment
• Experience working in a teaching, consulting or customer support role
• Excellent verbal and written communication skills: primarily customer-facing email & phone correspondence
• Hands-on mechanical aptitude for installation and repairing instruments
• Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the public
• Strong attention to details
• Excellent problem-solving skills
• Ability to manage a wide variety of activities at the same time
• Ability to work cross functionally and collaboratively with many stakeholders
• Good understanding of customer requirements and the impact of failure/cost of poor quality
• Ability to solve practical problems and deal with a variety of concrete variables
• Ability to interpret a variety of instructions furnished in written, oral or schedule form
• Technical skill to use a variety of software packages and provide customer support

Desired Attributes

• Dependable: our team, and clients, can count on your knowledge and understanding. Comfortable accepting accountability for your performance
• Self-motivated: you see every new task as an opportunity to learn and grow, you work well independently and are a self-starter. Strong work ethic; acts with integrity; Energized by challenges; decisive; outgoing and positive
• Strong communication: Excellent communication skills, as well as experience managing a wide range of relationships with people at all levels within an organization, including global leaders. Can adapt your communication style to your audience, and know how to ask questions and receive feedback
• Organized: Strong organizational skills with the ability to prioritize, coordinate and manage multiple tasks/projects simultaneously. Attention to detail and superior ability to organize systems, tools, and timelines
• Positive: you bring energy into the room by being courteous, helpful and by providing excellent support to our clients and team. Entrepreneurial attitude and strong work ethic with the drive to push forward deliverables and engage stakeholders as needed