Service Engineer II- Western US territory

Your Role

The Field Service Engineer or Field Service Technician is responsible for post-sale customer support activities at Montana Instruments, primarily via in-person visits to customer sites for installation, repair, and maintenance, as well as email, video call, and telephone support communications.

Essential Duties, Responsibilities, and Expectations
• Troubleshoot, diagnose, and resolve customer problems via (primarily) on-site visits and (secondary) via telephone, video call, and email.
• Track and follow up with customers to ensure issues are resolved.
• Travel to customer sites to perform installations, user training, maintenance, and resolve problems.
• Perform remote installations by video call.
• Prepare service trip reports, document issues, and pass on relevant information to the operations and engineering teams.
• Issue RMAs, work with Sales, Production and Shipping/Receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately.
• Identify systemic customer issues and work towards root cause and corrective actions; participate in quality assurance councils.
• Provide detailed feedback to the Headquarters regarding any customer feedback and any quality issues
• Review product manuals for accuracy and assist in the development of product and service manuals.
• Work on New Product Initiatives (NPI) with headquarters staff by providing input on serviceability of new product ideas.
• Actively sell Service capabilities at customer sites by working with Inside Sales and the Regional Sales Account Manager.
• Domestic (primarily) and International travel required 50-75% of the time.
• Routinely track time spent on Service projects, with a goal of 30 hours per week of billable hours.
• Test and troubleshoot various components within systems including mechanical design, wiring harnesses, PCBs, piezoelectric components, compressors, and vacuum pumps.

Minimum Qualifications (Experience / Education)
• Bachelor's degree in an engineering discipline, or experience as a technician in a related field.
• 1-3 years' experience in a technical service role, which includes travel to customer sites.
• Experience servicing equipment with electronics, software, mechanical, and firmware components; cryogenics and heat transfer experience is a significant plus.
• Basic electronics wiring and circuitry troubleshooting skills.
• Ability to read electrical schematics.
• Basic understanding of the heat transfer modes (conduction, convection, radiation)
• Able to work with small tools such as tweezers, fine screwdrivers, and small handheld DMM leads.
• Knowledge of Salesforce or equivalent CRM software.
• Knowledge of Epicor or equivalent ERP software.
• Experience with Microsoft Office, Adobe Acrobat, and the ability to learn other standard business applications.

Competencies // Knowledge, Skills, and Abilities (KSAs)
• Cross-functional team-building skills.
• Strong client-facing communication skills including punctuality, tact, and work focus.
• Strong, positive interpersonal skills and ability to work as an effective member of a team.
• Skilled at creating and maintaining positive client relationships.
• Skilled at building and managing schedules, timelines, and resource allocation.
• Excellent organizational skills and attention to detail.
• Proven personal task management skills and a high level of self-motivation and initiative.
• Ability to work independently and remotely.
• A creative and disciplined approach to problem-solving
• Excellent written and verbal communication skills.
• Ability to read, write, and edit technical documents.
• Strong skills in engineering concepts and understanding scientific instruments.
• Must have an affinity for regional travel.
• Because this role requires entry to US government facilities, candidates must meet federal facility entry requirements.

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

This role requires you to remotely from San Francisco, CA, United States (US).