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
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