Stago · 2 months ago
Field Support Engineer
Virtual, Utah, United States
Full-time
Hybrid
Mid Level
3+ years expStago is a company that provides diagnostic solutions, and they are seeking a Field Support Engineer to deliver exceptional technical support and customer service for their products. The role involves troubleshooting, preventive maintenance, and training users to ensure optimal product performance and customer satisfaction.
Pharmaceutical
Responsibilities
Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues efficiently to minimize downtime
Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions
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
Perform installation, maintenance, and repairs to ensure optimal performance of Stago systems at customer sites, sales demos, trade shows, etc
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
Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process
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
Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations
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
Qualification
Required
High School or (GED) required
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
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
Ability to travel by common air carrier, or rental car as needed
This job requires the individual to be fully vaccinated against COVID-19, absent a legally required accommodation, as determined by customer requirements
Preferred
Associates Degree or Certificate from Technical School a plus
Bachelor's from 4 year college or university preferred
Company
Stago
Stago is a pharmaceutical company with a strong interest in clinical pathology and in Haemostasis.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Barry Ray
Corporate Partnership Executive
Casey Nichols
Portfolio Partnership Executive
Recent News
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