Field Services Engineer

Job description:

Field Service Engineer (Instrumentation)

KRÜSS USA

Job Description

Job Title: Service Engineer (Instrumentation)

Reports To: Service Manager

FLSA Status: Exempt

Prepared By: Luis Acosta

Prepared Date: 11/10/2025

Approved By:

SUMMARY This position carries the prime responsibilities of installations, calibrations, repairs and technical support of our instruments for KRÜSS USA.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Location Requirements:

This position is based out of our Matthews, NC office. Candidates must live in Charlotte NC or within a reasonable commuting distance.

Service Engineer

• Perform onsite field service activities including system installations, repairs, instrument calibrations, and preventive maintenance.
• Conduct virtual installations and remote service sessions for KRÜSS instruments.
• Diagnose technical issues, recommend solutions, prepare service quotations, coordinate required parts, and complete repairs either onsite or at the KRÜSS service facility.
• Provide technical support and exceptional customer care via phone and remote tools to resolve instrument and application issues.
• Maintain and ensure proper functionality of demonstration and loaner instruments.
• Utilize Salesforce CRM to document service activities, track issues, and contribute to the company’s technical knowledge base.
• Set up and configure computers, install software, and integrate peripheral equipment with KRÜSS instruments (e.g., baths, dosing units, burners, etc.).
• Identify potential sales opportunities and forward qualified leads to the appropriate Technical Sales Representative.
• Promote KRÜSS service offerings and support programs to customers.
• Install, configure, and troubleshoot software and computer systems.
• Provide technical assistance and step-by-step guidance to colleagues and customers to resolve technical issues.
• Troubleshoot IT-related issues involving business applications (Microsoft 365, Salesforce CRM), office equipment (laptops, desktops, printers), and network connectivity.

SUPERVISORY RESPONSIBILITIES none

QUALIFICATIONS: To successfully perform this role, the individual must be able to meet each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities expected. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Minimum of 3 years of experience servicing laboratory instrumentation; prior engineering and precision mechanics experience highly desirable
• Strong computer and technical troubleshooting skills
• Methodical, detail-oriented, and thorough work approach
• Highly organized, reliable, and self-motivated with strong follow-through
• Ability to remain composed and professional in high-pressure situations
• Strong interpersonal skills with the ability to build and maintain effective customer relationships
• Excellent time-management and prioritization abilities
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Valid driver’s license and ability to travel by air and ground transportation
• Prior field service or technical support experience preferred
• Ability to travel domestically up to 55–65%, with peaks up to ~70% as required
• Ability to travel internationally periodically for technical training

EDUCATION and/or EXPERIENCE:

• High school diploma required; technical school training strongly preferred
• Associate degree in Science, Engineering, Computer Technology, Electrical/Mechanical Engineering, or a related field required
• Bachelor’s degree in Chemistry, Engineering, or related scientific discipline preferred
• Experience in surface science strongly preferred
• Demonstrated mechanical and technical aptitude
• Proven ability to work independently and collaboratively, generate solutions, manage multiple tasks, and adapt to changing priorities
• Customer-focused mindset with strong organizational and time-management skills; self-starter with initiative

LANGUAGE SKILLS

• Ability to read and interpret technical documents including safety procedures, operating manuals, and maintenance instructions
• Write clear and professional correspondence
• Present information effectively to customers and internal teams
• Provide remote troubleshooting support
• Communicate confidently with both customers and colleagues

MATHEMATICAL SKILLS Familiarity with basic statistical and mathematical concepts.

REASONING and APTITUDE

• Ability to logically analyze and solve complex technical issues
• Familiarity with basic hand tools and mechanical equipment

PHYSICAL DEMANDS:

• Ability to lift and transport equipment up to 50 lbs., including moving instruments into vehicles and onto laboratory benches

WORK ENVIRONMENT:

• Frequent visits to customer facilities, including laboratory and industrial environments
• Exposure to varied noise levels, ranging from moderate to loud depending on site

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

License/Certification:

• US Passport (Required)

Work Location: Hybrid remote in Matthews, NC 28105