Field Service Engineer – Europe
Work Environment:
Remote office environment based in Europe; occasional work in an analytical laboratory, including laboratories at customer sites. Frequent travel to customer sites.
Travel Requirements:
This position requires approximately 70% annual travel, by car, train, or plane, with primary focus on the European market. Occasional travel outside the region including international travel for training and servicing the suite of FlowCam instruments as required.
About the Role:
The Field Service Engineer will interface regularly with Yokogawa Fluid Imaging’s global customer service and technical teams and receive guidance and leadership from the European Business Development Manager based in Germany. The successful candidate must have a friendly, dynamic personality with a positive attitude, and be willing to adapt quickly to changing priorities. This position will represent our Customer Service Team, with our commitment to providing "world-class customer service, quality, and value."
The ideal candidate will be an effective communicator and fluent in written and verbal communication in German and English languages.
Primary Duties and Responsibilities:
- Travel at least 70% of the time and interact with customers and representatives, within Europe and internationally.
- Troubleshoot and problem-solve instrumentation and software issues with support from Yokogawa Fluid Imaging Technology's technical staff, including repairs.
- Train customers on how to use FlowCam and FlowCam's Automated (Robotic) Liquid Handler system, including FlowCam terminology and FlowCam product features.
- Serve as an initial point of contact for Customer Service inquiries, answering phones and maintaining customer relationships over phone and email.
- Use CRM platforms such as Salesforce and HubSpot to track customer inquiries and issues.
- Assist with product and software testing.
- Compose professional email correspondence and process documents
Education Level:
- Associate's and/or bachelor's degree in Engineering is strongly preferred.
- Degree in Biology, Biotechnology, Chemistry, or Marine Science will be considered if combined with 2+ years' experience as a Field Service Engineer.
Experience and Technical Requirements:
- A minimum of 2-5 years in a science field, laboratory and/or technical, customer-facing role is required.
- Experience with Windows operating systems and MS Office with a willingness to learn new software and hardware platforms.
- Familiarity with working in a scientific laboratory environment.
- A positive attitude and ability to work as part of a team.
- Excellent verbal communication skills and attention to detail.
- Ability to prioritize, multitask, and ask questions
- Excellent problem-solving skills
- A valid passport and driver's license
Physical Requirements:
- Ability to work in an office environment and occasionally an analytical laboratory
- Ability to travel to customer sites (approximately 70%)
- Ability to use computer and telecommunication tools
- Ability to lift an instrument (up to 50 lbs)