Field Service Engineer I

HIGHRES BIOSOLUTIONS INC • Beverly, MA

83d

About The Position

The Field Service Engineer position at HighRes Biosolutions is the primary role responsible for installation, maintenance, troubleshooting and repair of systems and devices at customer sites. This position is specialized on the hardware aspect of the products, coordinating with the Automation Support Engineer role in Customer Support and collaborating with the manufacturing and commissioning department (software and configuration-focused) for full coverage support of the products. Levels I and Junior are roles for carrying out Field Service Engineer responsibilities in either learning or assisted modes, with oversight and assistance from a team lead, supervisor, manager, or skilled technical Customer Service colleague(s).

Requirements

• Bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of degree is required.
• Typically, 0-1 years (1-3 years at Level I) direct experience in a field service or customer-facing support role, with preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service.
• Knowledge of Computer communications (TCP/IP, RS232).
• Valid driver’s license.

Nice To Haves

• HVAC/cooling/environmental experience.
• Control software/firmware experience.
• Computer communications (TCP/IP, RS232) experience.
• Object-oriented programming experience.

Responsibilities

• Active progression through Field Service Engineer onboarding and development plan including basic product service and maintenance training, CRM System and documentation training, customer skills training, and other select technical topics and company/department processes.
• Perform electrical and mechanical assemblies using schematics and mechanical drawings.
• Troubleshoot, repair, and maintain all range of HighRes devices, systems, and automation platforms.
• Able to troubleshoot and diagnose electrical issues – DC and AC voltages.
• Adhere to all safety protocols.
• Deployment and calibration of robotic systems at customer sites.
• Learn and practice techniques for rapid response to customer support requests; initiating troubleshooting and triage of customer-reported product issues.
• Complete accurate and timely documentation of support case issues, activities, and resolution.
• Communication with internal departments to report quality issues and defects.
• Complete on-the-job training with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
• Develop customer relationships through proactive and approved communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
• Regularly query service documentation and utilize knowledge base articles for technical support and servicing & troubleshooting techniques.
• Attend training provided by laboratory instrumentation and robot third-party device manufacturers for basic service and maintenance tasks.
• Practice the accurate management and maintenance of field service spares and a service inventory.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees