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Field Service Engineer

2 months ago

Chicago, 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: Installation, repair, and maintenance of Biotage equipment and care for Biotage customers within defined territory - Primary territory with some field work in flight-based territories. Scope of Responsibility: The primary purpose of this position is to install new Biotage systems, train customers on safe and successful use, support the installation base of products within the Midwest/Central US region (primarily) running at peak performance and ensure customer success. This position will require local and regional travel with occasional travel outside the territory as required to ensure Biotage customers are well served. Tasks and Responsibilities: Take full ownership of work orders assigned - ensure maximum preparedness by reviewing problem description with customer and specialist as necessary, schedule appointment with customer, order parts, complete work order and manage the closure including communication with customer. Perform preventative maintenance; troubleshoot, diagnose, repair, and verify operational performance of Biotage instruments and related consumables. Conduct training on the safe and productive operation of the equipment and ensure customers have an operational knowledge to ensure success. Capture, record and accurately report important information and data related to maintenance and repair activities (including the instrument specifics, customers, and all other required information) in a timely manner via the Company's service business information system. Effectively manage and maintain personal trunk-stock of Biotage service parts and equipment including keeping inventory physically well organized, precise record keeping and accurate reporting. Professionally represent the organization to achieve a positive image and opinion. Clear and effective communication with both internal and external customers. Promote Biotage and Biotage products. Utilize knowledge of products and customer needs to suggest potential solutions to customers and provide customer feedback to both sales and marketing groups. Assist the Charlotte based Technical Support functions as requested. Submitting of timely and accurate Expense Reports. Scheduling travel and work week to align with Team goals. Perform other duties as assigned. Skill Requirements/Education/Experience Required: Strong technical knowledge and troubleshooting skills with demonstrated ability to troubleshoot instrumentation in a straightforward, logical manner. Orientation to internal and external customer satisfaction. High-level knowledge and ability to learn applications and instrumentation. Proper safe laboratory hygiene, knowledge of how to safely work on electronic equipment and in a chemical laboratory environment. Ability to communicate technical information to both technical and non-technical individuals. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence in a clear and effective manner. Ability to speak effectively before groups of customers or employees of the organization to deliver technical trainings of proper instrument operation. Demonstrated ability to work both independently and as a member of a team. Ability to work well under pressure while maintaining a professional demeanor. BS degree or analogous specific related strongly preferred. 1+ years of Field Service Engineer experience or transferable experience. Any ERP or CRM experience a strong plus. Work Environment: Field based position working at customer sites and in chemistry laboratories. Travel Required: ~60% travel with mix of local and flights to visit customers /2-3 overnight visits required for daily operations. Potential for travel required to attend annual Service meetings in remote location or to attend specific training seminars with potential for zero to one international trip for training and interaction with worldwide colleagues (per year). Potential for very occasional travel to accompany Field Service Engineers during calls for training purposes. During on-board training this will be more frequent but subside 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. #J-18808-Ljbffr