Field Service Engineer II; Portland

Job Location:

Remote-US-OR - Portland, OR 94045

Salary Range: $90,000.00 - $

• Troubleshoot, repair, and maintain the full range of High Res devices, systems, and automation platforms.
• Deploy and calibrate robotic systems at customer sites.
• Provide rapid response to customer support requests; initiating troubleshooting and triage of customer-reported product issues.
• Complete accurate and timely documentation of support case issues, activities, and resolution.
• Collaborate with High Res Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
• Train customers on routine operation of devices and perform basic Cellario software training.
• Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
• Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
• Mentor and train junior-level FSE’s and contribute to overall professionalism and service delivery excellence of High Res Customer Service.
• Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
• Occasional co-ordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier-2 and tier-3 issue resolution.
• Manage and maintain field service spares and a service inventory accurately.

• Has completed, and is skilled in, all aspects of Field Service Engineer training program, including foundational training modules, related hands‑on courses, and exercises.
• Works independently to solve technical issues on High Res products and demonstrates clear application of training and competency in problem‑solving.
• Works proactively with support and cross‑functional groups to achieve timely and customer‑focused issue resolution.
• Collaborates with senior Customer Service team members and Customer Service management to elevate and report product and service quality issues.
• Strong written and oral skills in communication of technical and non‑technical information to customers and colleagues at multiple organizational levels.
• Organized and self‑managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
• Demonstrates strong customer service skills with ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with professional demeanor.

• Perform on‑the‑job training for Level I/II Field Service Engineers, as assigned and recommend new training modules/topics to training program manager.
• Collaborate with Sr. Automation Support Engineers to define and assure complete and effective case resolution is achieved.
• Organize and conduct proactive customer status and review meetings at assigned accounts.
• Conduct pre‑defined Field Service Training modules on assigned topics.
• Coordinate with Principal Field Service Engineers on management and resolution of escalated hardware issues at customer accounts.
• Carry specialist or “first trained” designation on subset of High Res products and devices, as assigned.
• Member/participant in departmental and cross‑functional process and technical improvement projects with ability to analyze and propose new project ideas.

• (North America) Bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of degree is required.
• (Europe) Qualified to a minimum of HNC level with a bias in mechanical or electrical engineering, or Central European equivalent. Modern apprenticeship qualifications will also be considered.
• Typically, a minimum of 2 years (5 years at Senior Level) direct experience in a field service or customer‑facing support role, with preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service. In‑house automation support/engineering experience will also qualify.
• HVAC/cooling/environmental experience as well as control software/firmware, computer communications (TCP/IP, RS232), and object‑oriented programming experience are advantages, but not required.
• Knowledge of Computer communications (TCP/IP, RS232).
• Ability to travel weekly to customer sites, with overnight domestic travel (40‑55% in senior, 60–80% in level II role) and potential, occasional international travel required.
• Valid driver’s license.