Field Service Engineer

We are seeking a Field Automation Service Engineer to support customers within Kansas City, Kansas and provide additional field support nationally as needed. This is a remote, customer-facing position requiring strong technical troubleshooting skills, independence, and a commitment to delivering exceptional customer experience. The shift is 10 AM to 7 PM.

Key Responsibilities

• Respond promptly to customer service needs, including equipment installation, preventive maintenance, upgrades, troubleshooting, and repairs.
• Diagnose and service complex automated laboratory and diagnostic equipment using electronic test equipment, schematics, software tools, and technical documentation.
• Work with automated laboratory systems, robotics, microbiology, molecular diagnostics, analytical instrumentation, and related laboratory technologies.
• Partner with service and support teams to identify and generate field-service opportunities, including billable maintenance, equipment moves, and related services.
• Set and manage customer expectations by clearly communicating work performed, findings, recommendations, and follow-up requirements.
• Coordinate proactively with customers to schedule and complete system upgrades, maintenance, and other service activities.
• Accurately document customer complaints, service activities, equipment issues, and resolutions in applicable service systems.
• Maintain company-provided vehicle, spare parts inventory, tools, test equipment, computer equipment, and other assigned assets in accordance with company policies.
• Use company purchasing and expense resources responsibly and within established guidelines.
• Maintain a professional appearance and customer-focused approach at all times.
• Complete required customer/vendor credentialing and access requirements.
• Travel for scheduled and unscheduled service visits, including overnight travel. National travel may occasionally be required.
• Participate in an on-call rotation, including weekends and holidays, approximately every six weeks. On-call responsibilities may include remote support and travel to customer sites.

Qualifications

• Bachelor's degree in Engineering, Electronic Technology, etc. or 10 years of relevant experience troubleshooting and repairing complex electro-mechanical, electronic, computer, or electrical systems in commercial, industrial, laboratory, or military environments.
• Working knowledge of electronics, electro-mechanical systems/mechatronics, PLCs, and pneumatic systems.
• Intermediate knowledge of computer networking architecture, configuration, and troubleshooting.
• Intermediate understanding of computer operating systems and software.
• Ability to communicate effectively with customer IT personnel, laboratory leadership, and technical staff when coordinating software upgrades, maintenance, and system support.
• Valid driver's license with a minimum of three years of driving history.
• Ability to work flexible hours and travel up to approximately 50% outside the assigned geographic territory.
• Availability for on-call assignments as required by business needs.
• Ability to lift up to 30 pounds frequently and heavier equipment up to approximately 70 pounds as required.
• Ability to stand, bend, kneel, squat, and perform hands-on service activities for extended periods.
• Ability to push and pull equipment and materials as required.
• Ability to comply with applicable personal protective equipment and site-safety requirements.

Preferred Qualifications

• Experience with industrial or laboratory robotics and automated systems.
• Experience with liquid chromatography and/or mass spectrometry instrumentation.
• Familiarity with laboratory information systems (LIS) and database environments.
• A+, Microsoft, Cisco, or comparable technical certifications.
• Understanding of basic computer security concepts and standard security practices.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Experience working independently in customer-facing field-service environments.

Salary of $80,000 to $87,360 annually + 3% Bonus