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Field Service Engineer

Discover Echo

Field Service Engineer

San Diego, CA
Full Time
Paid
  • Responsibilities

    We are seeking a hybrid Field Service Engineer to be based in ECHO HQ, San Diego. This person is to provide post-sale technical support and service through onsite and remote customer engagement, as well as in-house service.

    Essential Duties and Responsibilities

    • Provides post-sale technical service and support to customers, including installation, calibration, troubleshooting, routine service, repairs, inspections, and maintenance of ECHO microscope systems
    • Responds to and resolves customer issues for equipment errors and malfunctions
    • Ensures customer satisfaction is met throughout the support process and the entire customer lifecycle
    • Works to ensure minimal customer downtime and workflow interruptions
    • Documents and compiles data of maintenance, hardware, and software to report back to management.
    • Resolves issues to not only address the immediate issue but also incorporate resolutions at a root cause level
    • Self manages travel schedule to minimize travel costs.
    • Acts as liaison between the customer, sales, and operations personnel
    • Documents work performed and maintains excellent records and customer logs
    • Assesses and refurbishes any used material that may be returned to ECHO HQ
    • Performs Quality Control checks on outgoing parts to support Service Team
    • Performs other work-related duties as assigned

    Minimum Qualifications (Knowledge, Skills, and Abilities)

    • High school diploma or equivalent and at least 3 years of related technical experience, graduate of technical school
    • Valid Driver's license in good standing
    • Experience in the use of tools, and diagnostic test equipment
    • Strong ability to troubleshoot, diagnose, repair and document product/system issues
    • Strong understanding of wireless communication protocols
    • Ability to write reports and compose business correspondence
    • Ability to effectively establish rapport, present information and respond to questions from customers
    • Ability to work flexible shifts and to adapt to changing work schedules
    • Ability to work independently without supervision

    Working conditions

    • Frequent travel on short notice, non-standard hours.

    Physical Requirements

    Prolonged periods of sitting and standing. This position requires a considerable amount of lifting, bending, stooping, pushing, and pulling. Ability to lift up to 75 lbs. Protective devices required in designated areas.

    As an equal opportunity employer, we do more than accept difference. We celebrate diversity, we support employees from a wide range of backgrounds, and we benefit from the added creativity and richness that these differences bring to our offices and community. We pride ourselves on being a collaborative environment where everyone's talents and opinions contribute to the greater good and are always recognized.