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Field Service Engineer

2 months ago

Stamford, United States Biotage Full time

Biotage is a Global Impact Tech Company committed to solving society’s problems. We offer workflow solutions and products to customers in Drug Discovery and Development, Analytical Testing and Water and Environmental Testing.

Our customers span a broad range of market segments including Pharmaceutical, Biotech, Contract Research and Contract Manufacturers as well as Clinical, Forensic and Academic laboratories in addition to organizations focused on Food safety, Clean water and Environmental sustainability.

Biotage offers a comprehensive benefits package including health, dental, and vision insurance as well as a 401k program w/ company match and more

Role Overview

As a Field Service Engineer for Biotage, your main responsibility is to install, repair, and maintain Biotage equipment while providing excellent customer service within a designated territory. This role primarily covers the Mid-Atlantic/Northeast region, with some fieldwork in other areas requiring travel.

Scope of Responsibility:

The primary goal is to ensure the successful installation and peak performance of Biotage systems, train customers on their safe and effective use, and support existing installations. This role requires local and regional travel, with occasional trips outside the primary territory to ensure customer satisfaction.

Tasks and Responsibilities:

Work Order Management: Fully manage work orders from start to finish. This includes reviewing problem descriptions with customers and specialists, scheduling appointments, ordering parts, completing work, and ensuring customer communication and closure.

  • Maintenance and Repairs: Perform preventative maintenance, troubleshooting, diagnosis, repair, and verification of Biotage instruments and related consumables.
  • Customer Training: Conduct training sessions on the safe and productive operation of equipment, ensuring customers have the necessary operational knowledge.
  • Reporting: Accurately capture, record, and report important maintenance and repair data, including instrument specifics and customer information, in a timely manner via the company’s service business information system.
  • Inventory Management: Effectively manage and maintain personal stock of Biotage service parts and equipment, ensuring organized inventory, precise record-keeping, and accurate reporting.
  • Professional Representation: Represent Biotage professionally, ensuring a positive image and clear, effective communication with both internal and external customers.
  • Product Promotion: Utilize product knowledge to suggest solutions to customers and provide feedback to sales and marketing teams.
  • Technical Support: Assist the Charlotte-based technical support team as requested.
  • Administrative Duties: Submit timely and accurate expense reports and align travel and work schedules with team goals.
  • Additional Tasks: Perform other duties as assigned

Skill Requirements/Education/Experience Required:

  • Technical Skills: Strong technical knowledge and troubleshooting skills, with the ability to diagnose and repair instrumentation logically and effectively.
  • Customer Focus: High orientation towards customer satisfaction with strong communication skills.
  • Documentation: Ability to read, interpret, and write clear and concise technical documents.
  • Training Skills: Capability to conduct effective training sessions for both technical and non-technical audiences.
  • Teamwork: Ability to work independently and as part of a team while maintaining professionalism under pressure.
  • Education: Bachelor's degree preferred, but candidates with relevant experience will also be considered.
  • Experience: 3 years of experience and experience with ERP or CRM systems is a plus.

Work Environment:

This is a field-based position, primarily working at customer sites in chemistry and analytical laboratories.

Travel Required:

  • Approximately 60% Travel
  • Additional Travel: Occasional travel for annual service meetings, specific training seminars, and potentially one international trip per year for training and interaction with global colleagues. Occasional travel to accompany other Field Service Engineers during training, especially during the onboarding period, with frequency decreasing to once per quarter thereafter.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.