We are seeking an experienced Field Service Engineer located in the US who will play a pivotal role supporting our growing customer base in North America. This is an incredible opportunity for someone who is passionate about customer support and winning for the team. We are looking for someone with experience troubleshooting instrument issues involving software, hardware and chemistry. This individual should have the ability to repair and maintenance instruments in the field.

Missions & main duties

* Ensure the installation, maintenance, qualification, and troubleshooting of Stilla Technologies’ PCR instruments in compliance with contractual commitments.
- Handle customer inquiries, track requests through a ticketing system, and close customer tickets.
* Coordinate preventive maintenance and field modifications on customer instruments.
* Develop, regularly communicate, and execute action plans that address customer issues effectively.
* Operate with a constant focus on customer satisfaction.
* Be available on-call during FAS team trips or when another support team member is unavailable.
* Handle incoming customer calls regarding instrument usage and provide training when necessary.
* Adhere to safety guidelines and all Quality System procedures while contributing to its improvement.