Field Support Engineer

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Stago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🧬 Biotechnology

🤝 B2B

🔬 Science

Biotechnology • B2B • Science

Stago is a global diagnostics company specializing in the science of hemostasis and thrombosis, providing laboratory instruments, reagents, quality control programs, and related services for clinical coagulation testing. The company offers hemostasis analyzers and assays (including D-dimer tests), external quality assessment (EQA) programs, continuing education and digital tools like My Personal Space and My Expert QC to support lab quality management and customer account services. Stago serves hospitals, clinical laboratories, and healthcare providers with technical support, regulatory-cleared products, and educational resources.

📋 Description

• Provide on-site and remote technical support for Stago instruments and systems, diagnosing and resolving issues efficiently to minimize downtime. • Foster strong relationships with customers by actively listening, clearly communicating, and maintaining professionalism throughout service interactions. • Prioritize service requests, manage workload effectively, and ensure that customer concerns are addressed promptly and thoroughly. • Install instruments at customer's facility, sales demos, product shows, etc, to ensure full functionality according to Diagnostica Stago specifications. • Perform installation, maintenance, and repairs to ensure optimal performance of Stago systems at customer sites, sales demos, trade shows, etc. • Provide supplemental on-site training for end users and laboratory personnel on proper operation, maintenance, and troubleshooting of instruments to enhance user confidence and system longevity. • Provide ongoing updates and consistent communication with customers, manager, and HQ until full resolution of their issues, ensuring they feel supported throughout the process. • Work closely with internal teams, including technical support, sales, and product management, to share insights and improve service strategies. • Maintain accurate service records, follow regulatory guidelines, and ensure that all work complies with company policies and industry regulations. • Assist in identifying opportunities for service contracts and extended service agreements, educating customers on available options to enhance their support experience and system performance.

🎯 Requirements

• High School or (GED) required • Associates Degree or Certificate from Technical School a plus • Bachelor’s from 4 year college or university preferred • 3 years related experience troubleshooting and repairing diagnostic equipment or operating related equipment required • Valid Driver's License • Strong technical troubleshooting and problem-solving skills • Excellent customer service and communication skills, with the ability to explain complex technical concepts in a clear, user-friendly manner • Knowledge of Database and Internet software; Windows 10/7, NT, XP and DOS • Ability to work independently, manage time effectively, and adapt to changing priorities in a fast-paced environment • Willingness to travel extensively within the assigned territory and occasionally beyond. • Ability to travel by common air carrier, or rental car as needed.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work hours