Job Description

About Milestone:

Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 20,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role:

We are seeking an experienced field service engineer to provide in-house technical and application support for our laboratory instrumentation. This position requires strong troubleshooting abilities and a customer-focused approach to resolve client issues efficiently. You will work closely with our Service Manager to ensure timely and effective resolution of client issues while contributing to process improvements and documentation. This role is ideal for Field Service Engineers looking to transition into a local position from our Shelton, CT headquarters.

Responsibilities:

• Technical Support : Provide technical support for clients through troubleshooting and diagnostic support for Milestone’s analytical instrumentation. Assess service requests and determine the best course of action, whether it be remote resolution or field service intervention.
• Client Support : Serve as a trusted resource for clients, maintaining long-term loyalty and providing answers to technical questions in a clear and concise manner.
• Product Knowledge: Develop expertise in our equipment and become the go-to support for technical questions in the field.
• Documentation : Maintain accurate records of service inquiries. Develop and update technical support documentation, including SOPs and troubleshooting workflows.

Requirements:

• Education : An Associate's degree, technical diploma, or certification in Electrical or Mechanical Technology, Mechatronics, Electronics, Industrial Maintenance, or a related technical field; OR equivalent experience.
• Technical Background : 3-5 years of experience in field service or technical support for analytical instrumentation. Strong troubleshooting skills with the ability to diagnose hardware, software, and system performance issues. Proficiency in reading electrical schematics and using diagnostic tools such as multimeters.
• Customer Service Skills : Ability to present technical information in a clear, concise manner. Exceptional written and verbal communication and interpersonal skills, attention to detail, and record-keeping skills.
• Time Management : Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Technology Proficiency : Proficient in MS Office; experience with Salesforce, ServiceMax, or similar platforms is preferred.

Preferred Requirements

• A Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field; OR a Bachelor's degree in Chemistry or a related field.
• Experience in a contract laboratory environment as an end-user of analytical instrumentation, especially in sample preparation, analysis, or related laboratory processes.
• Knowledge of microwave technology or similar instrumentation.

Benefits Milestone will offer you:

• No travel required – continue using your field service expertise in a stable, office-based role.
• Comprehensive benefit package (medical, dental, vision)
• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills

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