Field Services Engineer

3 weeks ago

Baltimore, United States EHR Services Full time
Job DescriptionJob Description

EHR Services is working with Covaris, LLC to hire a Field Services Engineer.

The Field Service Engineer will be responsible for coordinating and executing field service activities of Covaris instruments, serving as the first point of contact for technical support questions, and coordinating and performing on-site repair and preventative maintenance. Operating under general supervision, this role is expected to work independently, relying on extensive experience and judgment to plan and accomplish goals. This position reports to the Director of Global Service. This position is remote based in Raleigh, North Carolina or Baltimore, Maryland with the ability to travel as needed.


Responsibilities:

  • Coordinate and perform all field service activities, including but not limited to, installation of instruments, on-site and depot repair, and preventative maintenance visits.
  • Communicate directly with each customer account for scheduling and follow-up.
  • Communicate with Territory Sales Managers regarding account activity.
  • Maintain service customer records in CRM to track warranty and service plans for every instrument, as well as maintain account contact information.
  • Initiate service requests using the CRM database, perform essential work to complete each service request, and follow up with accounts where required.
  • Be responsible for service reporting from the field and depot service.
  • Respond to and take action regarding the technical support telephone line and technical support email address.
  • Assist Engineering and Manufacturing with the investigation of production and/or design problems with the current inventory of instruments.
  • Make recommendations in written format for modifications to design and manufacturing procedures learned from the field.
  • Provide input and guidance for repair procedures.
  • Develop and edit SOPs for service and repair.
  • Maintain strong working relationships with US Production, Service, and Engineering functions to ensure proactive implementation of Covaris best practices.

Qualifications:

  • Bachelor's degree in a Scientific, Engineering, or Technical discipline, or equivalent years of relevant experience.
  • Interest and ability to work with customers via phone or face-to-face.
  • 5+ years of experience in Engineering, Manufacturing, or Service environments.
  • 5+ years in a technical service organization.
  • Experience working in a laboratory/clinical environment is an advantage.
  • Familiarity with electronic testing procedures.
  • Experience with advanced measurement tools, such as multi-meters, oscilloscopes, is a plus.
  • Instrument assembly/disassembly skills and knowledge.
  • Computer skills using Microsoft Office Suite, CRM systems, and internet competence.
  • Ability to work individually or in a team environment.
  • Ability to effectively manage own schedule and be capable of working with a degree of independence when required.

To learn more about Covaris, visit their website at www.covaris.com



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