Field Service Engineer
The Field Service Engineer plays a critical role in providing technical and engineering expertise for ANDE’s Rapid DNA products. This position supports end-users, Field Scientists, and Alliance/Channel Partners by diagnosing technical issues, performing repairs, and providing clear and comprehensive troubleshooting guidance.
The ideal candidate has strong diagnostic and repair skills in mechanical, electrical, and optical systems, paired with exceptional analytical thinking, customer service, and communication skills. This is a highly dynamic, travel-intensive role requiring adaptability, professionalism, attention to detail, and independent problem-solving. The Field Service Engineer must be adaptable, professional, and able to handle technical challenges with poise while maintaining high standards of customer satisfaction. Frequent travel, up to 80% of the time, is required.
What you will do:
Technical Support and Troubleshooting:
- Installation & Configuration: Lead the installation, setup, and commissioning of ANDE instrumentation at customer sites, ensuring seamless integration and functionality.
- Technical Support: Provide on-site technical assistance, troubleshooting complex problems, and offering solutions that enhance system performance. Diagnose technical issues by collecting, plotting, and evaluating data (e.g., telemetry files, system logs, live DNA runs) Recommend and perform troubleshooting and repairs—both remotely and on-site
- Support, troubleshoot and repair ANDE hardware including electronics, pneumatics, thermal systems, optics, and COTS/proprietary software
- Collaborate with Field Scientists, software engineers, and other personnel to analyze data, recommend solutions, and execute repairs
- Manage technical support tickets including triage, documentation, escalation, and resolution
Documentation & Tools
- Develop and maintain troubleshooting guides, quick-start manuals, and partner training tools
- Thoroughly document customer support tickets, including root cause analysis and repair summaries
Customer Portal & Support
- Support maintenance of the Customer Support web portal
- Ensure timely and accurate communication with customers, including status updates
Cross-Functional Support
- Provide engineering support and instrument repair to operations, marketing, and sales teams
- Assist with instrument calibration, demonstration readiness, and factory acceptance testing
Training & Knowledge Sharing
- Deliver in-person and web-based technical training for internal teams, partners, and end-users
- Collaborate with Field Scientists to analyze data, recommend solutions, and execute repairs
What you will bring:
Education and Experience:
- Bachelor of Science degree in materials science, engineering, physics, chemistry, or technically related subject.
- Minimum 2 years of hands-on field service experience diagnosing and repairing instrumentation.
- Experience in a technical support or customer service environment preferred
Technical Expertise
- Extensive experience with hardware repair, particularly in DNA processing, biomedical, or forensic instruments
- Familiarity with electronics, pneumatics, optics, and mechanical systems
- Experience using and supporting both COTS and proprietary software
- Strong Microsoft Excel skills; basic understanding of PC and network troubleshooting
Other Skills & Requirements
- Able to obtain and maintain CJIS security clearance (prior clearance preferred)
- Excellent problem-solving, communication, and documentation skills
- Strong customer service mindset and ability to collaborate cross-functionally
- Willingness to travel up to 80%, including internationally, often with little advance notice
- Self-starter with the ability to work independently from remote locations
- Military experience is desired
- Energetic individual seeking career advancement in technical engineering, application development, or field engineering.
- Natural problem solver with tenacity and collaborative negotiation skills, demonstrating strong resolve in challenging situations.
- Demonstrates excellent verbal and written communication skills in English, essential for clear interaction with clients and team members.
The compensation range for this role is $90,000 - $110,000. Actual compensation is influenced by a variety of factors including but not limited to: skills, experience, qualifications, and geographic location.
ANDE is the global leader in Rapid DNA technology. Rapid DNA is the fully automated process of generating a DNA ID, without the need for a technical user or laboratory, in less than two hours. The ANDE system is completely mobile, ruggedized, and designed for use by non-technical users. ANDE is on a mission to help people and make the world a safer place. ANDE Rapid DNA is used for criminal forensics, booking, missing persons, disaster victim identification, sexual assault evidence kit processing, border control, counterterrorism, military operations, government ID uses, as well as in energy and environmental
ANDE is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status,
www.ANDE.com
Job Type: Full-time
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you within an hour commute of a major airport in the United States?
- Are you in the central or eastern part of the United States? (Preferred)
Experience:
- Field service engineer: 5 years (Required)
Willingness to travel:
Work Location: Remote
