Field Service Engineer

Mettler Toledo•Columbus, OH

31d•Onsite

About The Position

Working at METTLER TOLEDO AutoChem Inc. means you are impacting the world in important ways. Our process analytical technology and automated synthesis reactors provide scientists in the pharmaceutical, biotechnology, and chemical industries the information they need to deliver life-changing products. As a strategic business unit within Mettler Toledo, AutoChem develops, manufactures, sells, and services instruments that modernize chemical synthesis, provide insight to every chemical reaction, and provide process knowledge to eliminate scale-up and safety incidents. Our instruments increase the efficiency and effectiveness of chemists and engineers. Our products help develop profitable, green, and safe scientific processes. We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.

Requirements

Associate’s degree in chemistry, Chemical, Electrical, Electronic or Mechanical Engineering, or related field
Minimum 4 years of experience with troubleshooting electronic, electrical, mechanical, and computer systems; or equivalent combination of education, military training, and hands-on experience
Excellent customer service and communication skills both oral and written – English required
Valid driver’s license and good driving record

Nice To Haves

Experience with Infrared, Optics, Lasers, HPLC, GC, Mass Spectrometry, or background in Chemistry or Chemical Engineering is a plus

Responsibilities

Perform on-site installations, repairs, upgrades, and maintenance of assigned AutoChem instrumentation, including but not limited to infrared reaction profiling equipment, laser crystallization monitoring equipment, automated lab reactor and sampling solution systems, proprietary software and associated applications
Establish and maintain the “Trusted Advisor” role for all customer interactions by delivering exceptional customer service, expertise, product positioning, lead generation and training throughout the product lifecycle
Successfully complete advanced and expert level instructor led service product training
Document, communicate and manage customer issues with Sales, Service and Support
Proactively prioritize, schedule, track and execute service assignments to satisfactory completion
Document and report scheduling, utilization and escalation in a timely manner
Feedback non-conformance issues for quality enhancements and technical bulletins
Manage and control field inventory
Manage administrative time and deliver required e-work accurately and timely
Quickly escalate ongoing, prolonged field situations to service management
Demonstrates exemplary skills in customer relations and enhance customer satisfaction by providing value-added services (e.g. Equipment Qualification)
Successful service agreement and key account management
Manage all travel and support expense at or below budget
All other duties as assigned