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Field Service Engineer

1 month ago

Madison, United States Promega Full time

Job Description JOB OBJECTIVE: The Field Service Engineer will perform installation and repair services for all internal and external customers on Promega instrumentation while ensuring all customer service standards are maintained. This position will provide advanced support for all internal and external customers on Promega instrumentation. CORE DUTIES: 1. Perform all service activities for Promega instrumentation product, including installation, training, repairs, troubleshooting and preventive maintenance. 2. Complete and maintain accurate reports and customer records in the CRM Database for services performed in accordance with Promega service procedures. 3. Identifies, analyzes, and repairs instrument issues in a timely manner with a focus on first time resolution. 4. Orders and replaces instrumentation parts as needed. 5. Ensure compliance with Promega guidelines regarding the Quality System, customer service standards, safety protocols, ticket completion and closeout expectations, and productivity requirements. 6. Effectively communicate with customers and supervisors regarding updates, timelines, and project completion status. 7. Collaborate with Technical Service, Product Managers, Sales, and Service personnel as needed to meet business and customer needs. 8. Other duties that are occasionally required: a. review technical documentation for content and accuracy. b. participate in operational aspects of the local instrument service center and instrument field support, instrument installation, internal customer training, preventive maintenance, repair, and service support. c. deliver end-user training for basic functionality on Promega instruments. 9. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others. 10. Embracing and being open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work. 11. Understands and complies with ethical, legal and regulatory requirements applicable to our business. KEY QUALIFICATIONS: 1. BS or MS in a scientific or engineering field, or equivalent experience or education. 2. Minimum of 3-5 years of instrument service or field instrument service experience. 3. Ability and willingness to travel domestically and internationally, occasionally on short notice, up to 80% of the time. 4. Requires ability to comply with hospital and lab requirements for entry. 5. Ability to maintain a valid U.S. driver's license. 6. Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, Dynamics), Outlook and the use of the internet. 7. Excellent verbal and written communication skills. Ability to communicate with customers and staff via telephone, email and in person. Fluent in English. 8. Strong commitment to customer service. 9. Highly driven, independent worker with a strong motivation to succeed. PREFERRED QUALIFICATIONS: 1. Experience working in a GMP or ISO 9000 and/or ISO 13485 environment. 2. Experience and knowledge of doing business with international colleagues and customers. 3. Knowledge of networking technology and systems, and software configuration. 4. Experience with handling biological samples, some of which may be potentially infectious samples. Understanding of appropriate biosafety techniques. PHYSICAL DEMANDS: 1. Ability to use computer and telephone equipment. 2. Ability to use standard laboratory equipment. 3. Ability to wear safety equipment and follow safety guidelines while in the laboratory. 4. Ability to lift and move packages weighing up to 50 lbs. required. 5. Ability to stand for extended periods of time. 6. Ability to drive. At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.