Field Service Engineer- Boston, MA

About the role

This position is field-based and remote within the Boston territory. Travel up to 30% is required, and a valid driver’s license is mandatory.

Responsibilities

• Install and maintain diagnostic systems, including complete installations, preventive maintenance, and corrective repairs to ensure optimal performance and compliance with quality standards.
• Troubleshoot and resolve technical problems across multiple complex instruments; document resolutions accurately and close service calls within defined timelines.
• Own customer satisfaction by managing issues from start to resolution or escalation, delivering superior service, and building strong relationships through proactive communication.
• Manage territory effectively by planning and prioritizing service visits, maintaining accurate inventory, and supporting on-call rotation, after-hours coverage, and travel for training or critical account support.
• Ensure compliance and safety by following all regulatory, quality system, and laboratory safety guidelines during service activities; maintain accurate documentation for audits.
• Collaborate and mentor by partnering with cross-functional teams to meet business goals and providing guidance to other Field Service Representatives to strengthen team capability.
• Achieve business metrics by meeting targets for service sales, cost of service, and key performance indicators (KPIs) for assigned accounts.
• Drive continuous improvement by utilizing remote support tools to maximize instrument uptime and maintaining certifications through ongoing training and development.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• 2–5 years of experience in Engineering or Laboratory Technology.
• Ability to travel 30% within the assigned territory.

Preferred Qualifications

• Strong troubleshooting and problem-solving skills with laboratory instrumentation.
• Ability to work independently and thrive in team environments.
• Proficiency in computer applications (Word, Excel, PowerPoint, Internet) and remote computing tools (VPN, remote troubleshooting).
• Effective communication and interpersonal skills.

Benefits

• Career development with an international company.
• Eligibility for free medical coverage in the Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• Excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit for an affordable path to a bachelor’s degree.
• Recognition as a great place to work in dozens of countries and named one of the most admired companies by Fortune.
• Recognition as one of the best big companies to work for, as well as a best place to work for diversity, working mothers, female executives, and scientists.

Pay

The base pay for this position is $26.50 – $53.00 per hour. In specific locations, the pay range may vary from the posted range.