Field Service Engineer

Job Title: Field Service EngineerJob Description

The Field Service Engineer travels extensively across North America to install, commission, and maintain advanced process systems while delivering high-quality technical support and training to customers. This role focuses on complex mechanical and conveyance equipment, ensuring reliable performance through preventive maintenance, troubleshooting, and repair activities. The engineer serves as a key technical liaison between customers and internal teams, providing clear communication, detailed documentation, and continuous feedback to support process improvement and product innovation.

Responsibilities

• Travel to customer sites throughout North America to install, commission, and train users on new process systems.

• Perform preventive maintenance, diagnostics, and repair activities on complex equipment and machinery, with a strong focus on mechanical troubleshooting.

• Serve as the primary point of contact during site visits, managing customer expectations and providing clear, professional communication throughout the service engagement.

• Guide customers on the proper use and operation of equipment using multiple communication channels, including on-site instruction, phone, and online tools.

• Troubleshoot complex equipment issues, including coordinating with internal software and engineering teams when on-site support from those teams is not available.

• Accurately document technical issues, service activities, and resolutions by following established policies and procedures, including detailed case entry in Salesforce or similar systems.

• Prepare and submit weekly field service reports summarizing activities, findings, and recommendations.

• Provide timely and accurate feedback to manufacturing and engineering teams to support collective analysis, trend identification, and product or process improvements.

• Act as a change agent by studying, evaluating, and redesigning service processes to improve service quality and customer satisfaction.

• Engage in continuous learning by broadening product knowledge through cross-training, internal training programs, and in-person resources.

• Consult and collaborate with other departments and leadership to improve customer service outcomes and refine service delivery processes.

• Plan and manage travel and customer visit schedules independently, ensuring efficient use of time and resources.

• Perform service-related tasks such as parts removal and installation at heights between approximately 3 and 10 meters, following safety guidelines.

• Work independently in the field to make sound diagnostic and repair decisions with minimal supervision.

• Communicate effectively with customers and internal stakeholders in both English and Spanish to resolve issues and maintain strong working relationships.

• Support occasional international service assignments outside of North America as needed.

• Work some weekends as required to meet customer needs and service commitments.

Essential Skills

• Minimum 2-5+ years of experience in field service or a closely related role.

• Proven experience troubleshooting and repairing complex equipment or devices, with emphasis on mechanical systems over electrical.

• Hands-on experience with installation, commissioning, and preventive maintenance of industrial equipment.

• Strong mechanical troubleshooting skills and knowledge of mechanical and conveyance systems.

• Working knowledge of electrical systems related to industrial machinery.

• Experience working independently in the field and making diagnostic and repair decisions with minimal supervision.

• Fluency in English and Spanish, with the ability to communicate clearly with customers and internal teams in both languages.

• Demonstrated ability to develop and maintain strong customer relationships and deliver high-quality customer service.

• Strong communication skills, including excellent written and verbal abilities.

• Ability to read and interpret technical diagrams and instrument component drawings.

• Capability to approach complex tasks and problems by breaking them down into manageable components and systematically comparing multiple alternatives.

• Keen attention to detail, including the ability to notice discrepancies and inconsistencies in available information.

• Ability to multi-task effectively under pressure in a fast-paced field environment.

• Sound judgment and decision-making skills, especially in special or unusual situations.

• Strong organizational skills with the ability to manage documentation, reports, and schedules.

• Ability to plan and execute travel and customer visit schedules efficiently.

• Capability to perform service-related tasks, including parts removal and installation, at heights between approximately 3-10 meters.

• Valid passport to support domestic and occasional international travel.

• Experience with field service, maintenance technician work, or similar roles involving equipment maintenance, hydraulics, robotics, or conveyors.

Additional Skills & Qualifications

• Bachelor's degree in Mechanical Engineering, Mechatronics Engineering, or Electrical Engineering is preferred.

• Experience with hydraulics, robotics, and conveyor systems in industrial or process environments.

• Strong customer service orientation and knowledge of principles and processes for delivering high-quality service.

• Rapid learning ability and enthusiasm for mastering new technologies and product offerings.

• Experience using CRM or case management tools such as Salesforce to document customer interactions and service activities.

• Experience communicating and coordinating with cross-functional teams, including software and engineering groups, to resolve complex issues.

• Comfort working with both mechanical and electrical aspects of equipment in a process environment.

• Experience preparing structured reports, such as weekly field summaries or service documentation.

• Comfort working in environments that may require weekend availability to support customer operations.

Work Environment

This is a field-based role with a flexible home location near major U.S. metro areas such as Dallas, Nashville, Kansas City, St. Louis, or Atlanta. The position requires up to approximately 75% travel, primarily across North America, with occasional international travel outside of North America. Travel may include weekdays and some weekends, depending on customer needs and project schedules. The work environment is primarily at customer sites in industrial or process facilities, where you will work on complex mechanical, conveyance, and related electrical systems, including equipment involving hydraulics, robotics, and conveyors. You will frequently use diagnostic tools, technical diagrams, and digital platforms, including CRM systems like Salesforce, to document work and communicate with internal teams. The role involves working at heights between roughly 3 and 10 meters for tasks such as parts removal and installation, requiring adherence to safety procedures and use of appropriate protective equipment. You will often work independently, managing your own schedule, travel arrangements, and on-site activities while staying closely connected to engineering, manufacturing, and software teams through remote communication tools.

Job Type & Location

This is a Permanent position based out of Westborough, MA.

Pay and Benefits

The pay range for this position is $90000.00 - $95000.00/yr.

Medical, dental, PTO, full benefits

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jun 3, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.