Junior Field Service Engineer

• Regular completion of modules in Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises.
• Works collaboratively and with assistance to solve technical issues on HighRes products and has begun to demonstrate application of training and competency in problem-solving.
• Self-identifies knowledge and skills gaps and seeks technical assistance in solving customer issues.
• Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution.
• Notifies senior Customer Service team members and Customer Service management of potential product and service quality issues.
• Fundamental written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels.
• Organized and accepts assistance in scheduling, achieving tasks and objectives, and completing all aspects of service call handling and documentation.
• Demonstrates progressive improvement in customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor .

• Act as instructor assistant in Systems user maintenance-level trainings.
• Independent case and work order completion for Tier 1 and routine customer support requests.
• Complete and review (provide feedback on) new training modules/topics to assist training program manager.
• Collaborate with Level II Field Service Engineers to define and ensure complete and effective case resolution is achieved.
• Attend proactive customer status and review meetings at assigned accounts.
• Complete tasks assigned by Principal Field Service Engineers for resolution of escalated hardware issues at customer accounts.

Participant/assistant in limited number of departmental and cross-functional process and technical improvement projects.

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