The Field Service Engineer is responsible for post-sale customer support activities at Montana Instruments.
Essential Duties, Responsibilities, and Expectations
Troubleshoot, diagnose, and resolve customer problems via phone and email.
• Track and follow up with customers to ensure issues are resolved.
• Travel to customer sites to perform installation, user training, maintenance, and resolve problems.
• Perform remote installations.
• Prepare service trip reports, document issues, and pass on relevant information to the team.
• 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.
• Review product manuals for accuracy and assist in the development of product and service manuals.
• Manage international distribution service networks –run training events when necessary and provide technical service bulletin and updates as needed.
• International and domestic travel required 50-75% of the time.
To succeed, you will needMinimum Qualifications (Experience / Education)
Bachelor’s degree in an engineering or related field.
3-5 years’ experience in a Customer Service role
Knowledge of Salesforce or equivalent CRM software
Competencies // Knowledge, Skills, and Abilities (KSA’s)
· Strong client-facing communication skills
· Strong, positive, interpersonal skills and the ability to work as an effective member of a team.
· Able to communicate technical concepts verbally and in writing across the organization.
· Strong problem solving and analytical skills.
· Self-starter, able to work in a fast-paced environment with accuracy and efficiency.
· Proficient with Microsoft Suite (Word, Excel, Outlook, etc.).
· Knowledge of quantum materials research and technology (bonus).
· Experience with ERP systems and an understanding of how engineering and manufacturing interfaces with these systems.
· Strong troubleshooting skills.
· Solid understanding of engineering knowledge and scientific principles.
In return, we offer- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
This role is fully remote, enabling you to work from anywhere in the world. We value results over location and provide the tools and support you need to succeed from any location.
Contact informationTalent Acquisition Team: Danielle Ward