Field Service Specialist - New England

Position:
Field Service Specialist (Level I)

Employment Type: Regular, Full-Time

Country/Region: United States / North America

Department: Field Service / Operations

Reports to (Level): Field Service Team Lead or Field Service Manager

FLSA Status: Non-Exempt (Eligible for Overtime)

Work Arrangement: Field-based with travel; home-based when not at customer sites

The Field Service Specialist (Entry Level) is responsible for supporting the installation, maintenance, troubleshooting, and repair of company-supported instruments and systems at customer sites under supervision. This role is intended for early-career or developing service professionals and focuses on building technical competency, customer interaction skills, and adherence to service, safety, and quality standards.

• Perform basic installation, preventive maintenance, troubleshooting, and repair activities on supported instruments under guidance and supervision.
• Follow established service procedures, work instructions, and safety requirements.
• Use approved tools, manuals, and systems to complete service activities accurately.

• Interact professionally with customers during on-site visits, representing the company in a courteous and compliant manner.
• Communicate service status, findings, and next steps clearly to customers and internal teams.
• Escalate technical issues beyond assigned scope to senior service personnel as required.

• Complete service reports, checklists, and documentation accurately and in a timely manner.
• Enter service activity data into service management systems in accordance with company requirements.
• Maintain accurate records of parts usage, service time, and customer interactions.

• Participate in required training programs, technical certifications, and onboarding activities.
• Apply feedback and coaching to improve technical and service performance.
• Develop familiarity with company products, quality requirements, and service processes.

• Adhere to company safety policies, customer site requirements, and regulatory obligations.
• Follow quality procedures and contribute to maintaining service and documentation compliance.
• Report safety concerns, nonconformities, or incidents promptly.

• Perform hands-on technical service tasks at customer sites.
• Travel to and work at customer locations as scheduled.
• Accurately document service activities and follow defined procedures.
• Communicate effectively with customers, team members, and supervisors.

• High school diploma or equivalent (required).
• Technical, vocational, or associate-level education in electronics, engineering technology, life sciences, or a related field preferred.

• Entry-level position; prior experience in technical service, maintenance, or customer support is helpful but not required.
• Experience working with tools, instrumentation, or technical equipment preferred.

• Mechanical and technical aptitude with willingness to learn.
• Ability to follow written procedures and verbal instructions.
• Basic computer skills and ability to use service software and mobile tools.
• Strong attention to detail and commitment to quality and safety.
• Professional communication and customer service skills.
• Ability to manage time effectively and follow assigned schedules.

• Field-based role requiring frequent travel to customer sites.
• Ability to sit, stand, walk, bend, and work with tools and equipment.
• Ability to lift and carry equipment or materials weighing up to 50 pounds.
• Work may occur in laboratory, clinical, industrial, or clean-room environments.
• Use of personal protective equipment (PPE) may be required.

• This position does not supervise employees.

This position profile describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may change at any time based on business needs. Employment is subject to applicable federal, state, and local laws, and management reserves the right to modify job responsibilities in accordance with those laws.