Summary
The Field Service Engineer (FSE) is responsible providing technical support to customers, dealers and service engineers as well as Field Service responsibilities which include commissioning, installation, maintenance, troubleshooting, and repair of Hudson Lab Automation systems and instruments at customer sites. This customer-facing role is essential to ensuring product reliability, customer satisfaction, and long-term success with Hudson’s lab automation solutions.
Key Responsibilities
- Commission, install, troubleshoot, repair, and maintain the full range of Hudson Lab Automation systems and devices in the field.
- Provide applications support and advice to customers and internal Engineering and Sales groups.
- Provide rapid response to customer support requests, including initial triage and troubleshooting of reported product issues.
- Accurately and promptly document service case activities, issues, and resolutions.
- Collaborate with Sales partners to deliver best-in-class customer service.
- Train customers in routine operation of hardware and software.
- Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products.
- Regularly author service documentation and contribute knowledge base articles for technical support, servicing and troubleshooting techniques.
- Complete ongoing training and development for continuous improvement and further expansion of service skills and delivery.
- Manage and maintain field service spare parts and a service inventory accurately.
Required Skills
- Ability to troubleshoot complex issues in a timely manner.
- Proactive and collaborative approach to customer-focused issue resolution.
- Excellent written and verbal communication skills, with the ability to explain technical and non-technical information to customers and colleagues at multiple organizational levels.
- Strong organizational and time management skills, ensuring achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
- Exceptional customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor.
Qualifications
- Bachelor’s degree in electromechanical technology, life sciences, engineering, or related field, or equivalent certification and experience in lieu of degree.
- Minimum of 2 years of experience in field service or customer-facing support role.
- Experience with laboratory automation products is strongly preferred, including robotics, liquid handling systems, protein crystallization instruments, and colony pickers.
- Knowledge of computer communications protocols (TCP/IP, RS232).
- Ability to travel weekly to customer sites, including >50% domestic overnight travel and occasional international travel.
- California-based remote position; San Francisco Bay Area candidates preferred.
What We Offer
- Competitive compensation that includes bonus eligibility.
- Comprehensive benefits package, including medical, dental and vision insurance, plus 401(k) retirement plan.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic.
Applicants requiring accommodation during the application or interview process should contact Human Resources for assistance.