Job Description

Summary

The Field Service Engineer (FSE) is responsible for the installation, maintenance, troubleshooting, and repair of Hudson Lab Automation systems and devices at customer sites. This customer-facing role is essential to ensuring product reliability, customer satisfaction, and long-term success with Hudson’s lab automation solutions.

Key Responsibilities

• Install, troubleshoot, repair, and maintain the full range of Hudson Lab Automation systems and devices.
• Provide rapid response to customer support requests, including initial triage and troubleshooting of reported product issues.
• Accurately and promptly document service case activities, issues, and resolutions.
• Collaborate with Sales partners to deliver best-in-class customer service.
• Train customers in routine operation of hardware and software.
• Develop customer relationships though proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products.
• Regularly author service documentation and contribute knowledge base articles for technical support and servicing, and troubleshooting techniques.
• Complete ongoing training and development for continuous improvement and further expansion of service skills and delivery.
• Manage and maintain field service spare parts and a service inventory accurately.

Required Skills

• Ability to troubleshoot complex issues in a timely manner.
• Proactive and collaborative approach to customer-focused issue resolution.
• Excellent written and verbal communication skills, with the ability to explain technical and non-technical information to customers and colleagues at multiple organizational levels.
• Strong organizational and time management skills, ensuring achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
• Exceptional customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor.

Qualifications

• Bachelor’s degree in electromechanical technology, life sciences, engineering, or related field, or equivalent certification and experience in lieu of degree.
• Minimum of 2 years of experience in a field service or customer-facing support role.
• Experience with laboratory automation products strongly preferred, including robotics, liquid handling systems, protein crystallization instruments, and colony pickers.
• Knowledge of computer communications protocols (TCP/IP, RS232).
• Ability to travel weekly to customer sites, including >50% domestic overnight travel and occasional international travel.
• The role may be based in California or Oregon, with a preference for candidates located in the San Francisco Bay Area, San Diego, CA, or Portland, OR, to support customer coverage.
• Valid driver’s license.

What We Offer

• Competitive compensation that includes bonus eligibility.
• Comprehensive benefits package, including medical, dental and vision insurance, plus 401(k) retirement plan.

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