Field Service Technician II

Are you looking for an opportunity to make a difference? At Mesa Labs we're passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

This position is remote with the preferred location being Massachusetts.

At Mesa Labs we offer competitive wages, including bonus opportunity, and a comprehensive benefits package.

Base Compensation Range: $33.89/hr - $42.42/hr

This position is eligible for an annual 10% bonus opportunity in addition to the base salary

Outstanding Benefits and Perks:
We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• Eligible for benefits the first day of the month after you start
• Tiered Medical, Dental and Vision Insurance options
• Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
• Company paid short term and long-term disability (unless covered by a state disability plan)
• Company paid life insurance and AD&D
• 3 weeks of accrued vacation time; accruals begin on Day 1
• Paid sick leave of 48 hours per calendar year
• Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
• 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life
• Nine (9) paid company holidays per year
• Overtime opportunities

This position supports our Calibration Solutions business. Our Calibration Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

Job Summary

The Field Services Engineer will be responsible for delivering technical support and services to customers on-site. This role requires a skilled professional with a strong understanding of complex equipment and systems, capable of diagnosing issues, performing repairs, and providing exceptional customer service. Collaborate with internal teams to ensure customer satisfaction and continuous improvement.

Duties/Responsibilities

Technical Support:

* Perform on-site installation, configuration, and maintenance of equipment and systems.

* Diagnose and troubleshoot technical issues, providing timely solutions to minimize downtime for customers.

Customer Interaction:

* Build and maintain strong relationships with customers by delivering high-quality service and support.

* Educate customers on product usage, best practices, and maintenance procedures.

Documentation:

* Maintain detailed records of service activities, including installation, repairs, and customer interactions.

* Prepare and submit reports on recurring issues and suggest improvements to product designs or service processes.

Collaboration:

* Work closely with engineering and product teams to relay customer feedback and enhance product performance.

* Assist in training and mentoring junior field engineers and technicians.

Project Management:

* Manage multiple service projects simultaneously, ensuring timely completion and adherence to customer requirements.

* Coordinate with logistics and supply chain teams to ensure the availability of necessary parts and equipment.

Safety and Compliance:

* Adhere to safety protocols and company policies while working on-site.

* Ensure compliance with industry standards and regulations during service operations.

Experience/Education

* Bachelor's degree in Engineering, Computer Science, or a related technical field, or equivalent experience.

* Minimum of 2 years of experience in field service engineering, technical support, or a related role.

* Proven track record of diagnosing and resolving technical issues with complex equipment or systems

Knowledge and Skillsets Required

* Strong problem-solving abilities and analytical skills.

* Excellent communication and interpersonal skills, with the ability to interact effectively with customers and team members.

* Proficiency in using diagnostic tools and service management software.

Physical Demands

* Sitting: Often for extended periods at desks or meetings.

* Standing or walking: Occasionally for meetings or office tasks.

* Using computers: Typing and using office equipment.

* Lifting: Light, less than 10 pounds.

* Repetitive motions: Frequent use of keyboard and mouse.

Environmental Conditions

* Workspace: Climate control (air conditioning or heating) to ensure comfort.

* Lighting: Adjustable lighting to reduce eye strain.

* Noise Levels: The noise level is moderate, with occasional interruptions from phone calls and conversations. Use non-canceling headphones if necessary.

* Ergonomics: Workstations with desk and adjustable chairs to support good postures.

* Ventilation: Good ventilation to ensure a comfortable working environment, though this can vary depending on the building

Mesa Labs is an Equal Employment Opportunity Employer.

Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law. Please note that Mesa Labs conducts criminal background checks upon offer acceptance.