Field Service Engineer

The Field Service Engineer is responsible for providing technical support, training, and consultation to customers after the sale of the company’s products. This role ensures successful product implementation, troubleshooting, and ongoing customer satisfaction by offering expert guidance on the application and optimal usage of products.

The ideal candidate will work closely with customers to ensure they derive maximum value from the products, solve any technical challenges, and serve as the primary point of contact for any post-sales technical needs. Strong technical expertise, excellent problem-solving skills, and a customer-centric approach are essential to succeed in this role. This position reports to the VP, Sales Operations and Customer Support.

Key Responsibilities:

• Customer Onboarding & Product Implementation:
• Lead the post-sales technical onboarding of customers, ensuring a smooth transition from the sales process to product implementation.
• Work with customers to install, configure, and integrate the company’s products into their workflows or systems, ensuring compliance with technical specifications and requirements.
• Provide hands-on training and support to ensure customers understand how to effectively use and maintain the product.
• Technical Support & Troubleshooting:
• Act as the primary technical contact for customers, providing support in troubleshooting, diagnosing, and resolving technical issues.
• Respond to customer inquiries in a timely manner, either remotely or in person, ensuring minimal disruption to customer operations.
• Escalate complex issues to internal engineering, R&D, or technical support teams when necessary and follow up with customers until resolution is achieved.
• Customer Relationship Management:
• Build and maintain strong relationships with customers, becoming a trusted advisor and ensuring long-term satisfaction with the company's products.
• Conduct regular follow-ups with customers to assess their needs, gather feedback, and address any potential challenges or new requirements.
• Ensure high levels of customer satisfaction by providing ongoing technical support, best practice recommendations, and timely updates on product enhancements.
• Product Training & Documentation:
• Develop and deliver customized training programs to customers, both on-site and remotely, tailored to their specific application and product needs.
• Provide customers with detailed product documentation, guides, and resources, ensuring they have the tools needed for self-sufficiency.
• Update training materials and resources to reflect new product features, enhancements, or changes in best practices.
• Develop and maintain technical documents such as service manuals, site requirement guides, installation protocols, PM protocols, IQ/OQ procedures.
• Field Support & Customer Visits:
• Conduct on-site visits to customer locations as required to provide in-person technical support, training, and product updates.
• Assist with troubleshooting and resolve any product-related challenges in real-time during customer visits, ensuring the continued functionality of products in the field.
• Collaborate with the sales team to identify upsell or cross-sell opportunities based on customer feedback and usage patterns.
• Collaboration with Internal Teams:
• Work closely with R&D, engineering, and product teams to relay customer feedback, suggest product improvements, and ensure any reported product issues are addressed promptly.
• Partner with the sales team to ensure a seamless handoff of customers from the pre-sales to post-sales stages, ensuring alignment on customer expectations and deliverables.
• Provide insights on recurring technical issues or challenges that customers face to help shape product enhancements or new features.
• Reporting & Customer Success Metrics:
• Track and report on customer success metrics, including product usage, customer satisfaction, and technical issue resolution time.
• Monitor the effectiveness of product implementations and training, ensuring customers are achieving their desired outcomes with the product.
• Maintain accurate records of customer interactions, technical issues, and resolutions in the CRM or support system.

Qualifications:

• Bachelor’s degree in Engineering, Life Sciences, Computer Science, or related technical field. Master’s degree is a plus.
• 5+ years of experience in a post-sales support, field service, or technical support role, preferably i