Field Service Engineer II - Midwest Regional
The Field Service Engineer II position at HighRes Biosolutions is the primary role responsible for installation, maintenance, troubleshooting, and repair of systems and devices at customer sites. This position specializes in the hardware aspect of our products, coordinating with the Automation Support Engineer role (which focuses on software and configuration) for comprehensive support of the products.
RESPONSIBILITIES
- Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
- Deploy and calibrate robotic systems at customer sites.
- Provide rapid response to customer support requests; initiate troubleshooting and triage of customer-reported product issues.
- Complete accurate and timely documentation of support case issues, activities, and resolution.
- Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
- Train customers on the routine operation of devices and perform basic Cellario software training.
- Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
- Regularly author service documentation and contribute knowledge base articles for technical support, servicing & troubleshooting techniques.
- Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
- Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
- Occasional coordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier-2 and tier-3 issue resolution.
- Manage and maintain field service spares and a service inventory accurately.
KEY SKILLS
- Has completed and is skilled in all aspects of Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises.
- Works independently to solve technical issues on HighRes products and demonstrates clear application of training and competency in problem-solving.
- Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution.
- Collaborates with senior Customer Service team members and Customer Service management to escalate and report product and service quality issues.
- Strong written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels.
- Organized and self-managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
- Demonstrates strong customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor.
