Junior Field Service Engineer

About the role

The Field Service Engineer position at HighRes Biosolutions is responsible for installation, maintenance, troubleshooting, and repair of systems and devices at customer sites. This role specializes in the hardware aspect of the products and coordinates with the Automation Support Engineer (software and configuration-focused) to provide full coverage support. Levels I and Junior involve carrying out Field Service Engineer responsibilities in learning or assisted modes, with oversight from a team lead, supervisor, manager, or skilled technical colleague.

Responsibilities

• Progress through the Field Service Engineer onboarding and development plan, including training on product service, CRM systems, documentation, customer skills, and company/department processes.
• Troubleshoot, repair, and maintain a limited range of HighRes devices, systems, and automation platforms.
• Assist in the deployment and calibration of robotic systems at customer sites.
• Learn and practice rapid response techniques for customer support requests, including troubleshooting and triage of reported issues.
• Complete accurate and timely documentation of support case issues, activities, and resolutions.
• Train on-the-job with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations.
• Audit customer training on routine device operation and provide basic Cellario software training.
• Develop customer relationships through proactive communication to ensure engagement, referrals, and overall success with HighRes products.
• Regularly query service documentation and utilize knowledge base articles for technical support and troubleshooting.
• Attend training provided by third-party manufacturers for basic service and maintenance of laboratory instrumentation and robotics.
• Maintain and manage field service spares and service inventory accurately.

Additional Responsibilities (Level I)

• Act as an instructor assistant in Systems user maintenance-level trainings.
• Complete Tier 1 and routine customer support requests independently.
• Review and provide feedback on new training modules/topics to assist the training program manager.
• Collaborate with Level II Field Service Engineers to ensure complete and effective case resolution.
• Attend proactive customer status and review meetings at assigned accounts.
• Complete tasks assigned by Principal Field Service Engineers for resolving escalated hardware issues.
• Participate in departmental and cross-functional process and technical improvement projects.

Skills

• Regularly complete modules in the Field Service Engineer training program, including foundational and hands-on courses.
• Collaborate and seek assistance to solve technical issues on HighRes products, demonstrating competency in problem-solving.
• Self-identify knowledge and skills gaps and proactively seek technical assistance.
• Work with support and cross-functional groups to achieve timely, customer-focused issue resolution.
• Notify senior team members and management of potential product and service quality issues.
• Strong written and oral communication skills for conveying technical and non-technical information to customers and colleagues.
• Organized approach to scheduling, task completion, and service call documentation with a willingness to accept assistance.
• Progressive improvement in customer service skills, including addressing interpersonal conflict professionally.

Qualifications

• Bachelor’s degree in electromechanical, life science, or engineering, or certification with equivalent experience.
• 0-1 years (1-3 years at Level I) of direct experience in a field service or customer-facing support role, preferably in laboratory or industrial automation, robotics, or laboratory instrumentation.
• In-house automation support/engineering experience is also qualifying.
• Knowledge of HVAC/cooling/environmental systems, control software/firmware, computer communications (TCP/IP, RS232), and object-oriented programming is advantageous but not required.
• Ability to travel weekly to customer sites, with 40-55% overnight domestic travel and occasional international travel.
• Valid driver’s license.