Field Service Engineer

Role Overview

• Service company equipment for customers, including installations, preventative maintenance, repairs and training.
• Generate service revenue for the company by proactively selling service contracts to customers.
• Interact with customers directly to schedule appointments, provide quotations, order parts, and complete repair services as appropriate.
• Provide excellent customer service at every step.
• Evaluate the customer’s service need, including a technical evaluation of the equipment that needs servicing; researching and interpreting the specifications to effectively troubleshoot and determine an appropriate solution; coordinating with the customer and other internal personnel to complete the service
• Maintain complete, timely documentation, including field service reports, customer surveys, installation reports, daily progress reports, and others as defined by management.
• Communicate effectively and in a timely manner with management, coworkers, and customers, including responding by email, phone and in person as needed.
• Manage communications effectively and timely.
• Maintain an updated schedule, and pro-actively communicate to management when schedule is free of appointments.
• Properly manage company parts, equipment and tools.
• Keep an accurate inventory and care properly for equipment and tools.
• Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Determining the kind of tools and equipment needed to do a job.
• Installing equipment, machines, wiring, or programs to meet specifications.
• Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Controlling operations of equipment or systems.
• Analyzing needs and product requirements to create a design.
• Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Repairing machines or systems using the needed tools.
• Generating or adapting equipment and technology to serve user needs.
• Determining causes of operating errors and deciding what to do about it.
• Perform other related duties as required.

Requirements

• Bachelor’s degree in an Electrical/Electronic discipline, minimum of an associate’s degree or equivalent combination of industry experience and technical/military training
• Minimum 3 years of Field Service experience (preferably in the Biopharmaceutical industry)
• Good working knowledge of ISO 9001:2008 accreditation requirements as well as GMP/GDP.
• Up to 90% travel is required to support Field Service activities
• Up to 25% overnight travel
• Valid Driver’s License and Passport
• Proficiency with MS Office software, including Outlook, Word and Excel.
• Actively look for ways to help customers and be sensitive when dealing with customer reactions and needs.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Identification with our core values: Sustainability, Openness, Enjoyment

Benefits

• Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
• Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
• Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
• Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
• Health & Well Being: Wide selection of health and well-being support such as a variety of medical plans to choose from, dental, vision, EAP, and other wellness programs.
• Intelligent Working Environment: Working in smart buildings with the latest technology and equipment.
• Retirement Savings Plan: 401 k (with generous company match)
• Flexible Spending: HSA, FSA (dependent care & healthcare spending), Transportation Commuter Account
• Company Paid Benefits: Basic Life Insurance, AD&D, EAP, Family Planning & Women’s Health, Health Advocate
• Additional/Optional: Supplemental Life Insurance (employee, spouse & dependents), Legal Services, LTD & STD, Critical Illness Insurance, Student Loan Tuition Refinance Service