Field Service Engineer

Location: US - Washington DC - Remote, US - Maryland - Remote

Remote Type: Fully remote

Time Type: Full time

Job Description

By joining Bio-Techne, you’ll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range:

$66,500.00 - $109,250.00

Job Summary: The Field Service Engineer (FSE) provides technical expertise and leadership in the installation, maintenance, troubleshooting, and repair of complex equipment and systems. This role operates independently with minimal supervision, ensuring exceptional customer satisfaction through timely communication, strategic problem-solving, and proactive issue resolution. The FSE also serves as a technical resource to peers and junior engineers, while contributing feedback and insights that enhance product performance and service processes.

Key Responsibilities:

Customer Support & Communication

• Provide timely, appropriate, and professional communication with customers and internal stakeholders.

• Adapt communication methods to suit the audience, including customers, peers, and leadership.

• Proactively follow up with customers to ensure resolution and satisfaction, escalating as necessary.

• Manage customer appointments from scheduling to completion and produce detailed service and technical documentation.

Technical Expertise

• Demonstrate proficiency in assigned product lines and related systems.

• Independently troubleshoot complex hardware and software issues with minimal external support.

• Assimilate information from multiple sources to diagnose and resolve challenging service problems.

• Predict parts requirements in advance to ensure efficient first-time fix rates.

• Identify and propose solutions for technical or process gaps within the service operation.

Leadership & Collaboration

• Serve as a trusted technical resource for Field Service Engineers and Associates.

• Collaborate cross-functionally with R&D, Product Support, and Engineering on projects and new product development initiatives.

• Strategize and manage customer escalations, propose actionable solutions and drive resolution.

Operational Excellence

• Work independently with consistent accuracy, accountability, and attention to detail.

• Execute assigned service tasks efficiently, maintaining compliance with company standards and customer expectations.

• Exhibit innovation in service delivery, process improvement, and problem-solving.

• Maintain accurate service records, reports, and documentation in accordance with company requirements.

Qualifications:

• Bachelor’s degree in Engineering, Electronics, or a related technical discipline (or equivalent experience).

• 5+ years of field service or technical support experience, preferably in a complex equipment or systems environment.

• Proven ability to independently diagnose and repair advanced hardware and software issues.

• Strong communication and interpersonal skills across technical and non-technical audiences.

• Demonstrated leadership, mentoring, and coaching experience.

• Excellent organizational and time management abilities.

• Commitment to continuous improvement and innovation.

Key Competencies

• Technical Mastery & Analytical Thinking

• Effective Communication & Customer Focus

• Leadership & Mentorship

• Problem Solving & Innovation

• Accountability & Independence

• Collaboration & Cross-Functional Engagement