Job Description

About Milestone:

Milestone is an international company that specializes in innovative sample preparation solutions used in laboratories worldwide. With over 20 years of success, Milestone is built on a sustainable organic growth strategy that offers integrated solutions. These solutions enable our clients to achieve faster, safer, easier and more cost-effective processes for their operations. With over 50 patents and 25,000 systems globally, Milestone is a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role:

We are seeking a Service Specialist to provide high-level technical expertise for our advanced laboratory instrumentation. For the first 6–12 months, this will be a hybrid of in-office and field work during a comprehensive training program. About half your time will be spent traveling throughout the Southern Gulf region to support clients on-site. The other half, you'll be based at our Shelton, CT headquarters, supporting clients and the service team with remote troubleshooting. In addition to electromechanical support, the Service Specialist plays a key role in training development, SOP creation, and process optimization to enhance service efficiency.

The initial fieldwork phase is designed to give you first-hand experience with our instrumentation and an understanding of the challenges faced by our Field Service Engineers and clients. After the first year of immersive field training, you’ll transition to an in-office support and training role, giving you a long-term home base and greater stability.

Responsibilities:

Technical Troubleshooting & Remote Diagnostics

• Act as the technical expert for diagnosing and resolving complex electromechanical issues across Milestone's advanced laboratory instrumentation.
• Deliver expert-level remote diagnostics and troubleshooting via phone and email, guiding clients and Field Service Engineers through issue resolution.
• Utilize electrical schematics, software tools, and diagnostic equipment (e.g., multimeters) to identify root causes and recommend solutions.
• Document service cases in Salesforce with clear, concise, and actionable technical notes.
• Escalate and collaborate with the Service Manager and Milestone partners on advanced issues.

Field Support & Travel

• Provide on-site service support, including repairs and preventative maintenance within the Southern Gulf territory (approx. 50% travel).
• Coordinate client visits and maintain cost-effective travel plans within Milestone’s travel policy.
• Support client retention and satisfaction during field visits by identifying additional accessories, consumables, and service opportunities.

Training & Knowledge Development

• Develop and refine technical SOPs, troubleshooting guides, and training materials to improve service efficiency.
• Lead technical training programs for internal teams, ensuring effective knowledge transfer.
• Conduct in-house training sessions for new hires and developing employees on instrumentation function, repair, and maintenance best practices.

Service Operations & Collaboration

• Collaborate with the Service Manager to improve service strategies and workflows.
• Provide backup support for service coordination tasks as needed.

Requirements:

Education:

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related field; OR
• Associate’s degree, technical diploma, or certification in Electrical/Mechanical Technology, Mechatronics, Electronics, Industrial Maintenance, or similar; OR
• Equivalent hands-on experience in field service, technical support, or instrumentation repair.

Technical Background:

• 4+ years of experience in field service, technical support, or electromechanical troubleshooting and repair. Ability to read electrical schematics and use diagnostic tools like multimeters. Familiarity with diagnostic software and instrumentation control software.
• Background in analytical instrumentation, complex laboratory equipment, or biomedical industries.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

Client Relationship Skills:

• Experience with client interactions.
• Ability to present technical information in a clear, concise manner. Exceptional written and verbal communication and interpersonal skills.

Travel:

• Ability and willingness to travel approximately 50% of the time, primarily within the Southern Gulf region. Must be comfortable with overnight travel and independent work in the field.

Computer Skills:

• Proficient in MS Office. Experience with Salesforce, ServiceMax, or similar platforms is preferred.

Benefits Milestone will offer you:

• All travel expenses covered upfront – no out-of-pocket costs or mileage tracking. Corporate card + rental car for every trip.
• 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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