Field Service Engineer - New England

Sartorius Stedim•Boston, MA

1d•Remote

About The Position

Sartorius is hiring a remote-based, field-based Field Service Engineer serving the New England area. The role provides timely service and support for Bioprocess products and accessories, primarily in Massachusetts and throughout the Northeast. The engineer serves as a primary liaison between North America customers and colleagues on service, parts, and product support, with a focus on delivering a strong customer service experience and improving customer satisfaction, retention, and profitability. The candidate must live within commuting distance of Greater Boston. The position may involve occasional travel to Canadian provinces and up to 70% travel for field service activities, as well as in-house service work in the Delaware office as needed. The role includes installation and commissioning, start-up, calibration, preventive maintenance, break-fix repairs, operator training, and other maintenance on Bioprocess products. The engineer maintains fault-finding and product-performance information, ensures customer and product software/configuration records are current, keeps accurate records of time, expenses, and work, and makes repair decisions based on service-level and customer-support agreements. The engineer collaborates with support teams to escalate unresolved system issues and is expected to build in-depth product knowledge and demonstrate ongoing self-improvement. Sartorius offers a base salary of $90,000–$100,000, depending on skill set, plus bonus and car allowance. Benefits include professional development programs, paid vacation and sick time, corporate holidays, a community service day, flexible work schedules, onboarding, medical, dental and vision plans, wellness support, a 401(k) with company match, spending accounts, commuter benefits, company-paid life insurance and other support, and optional supplemental insurance and legal services.

Requirements

Bachelor's degree in an Electrical/Electronic discipline; alternatively, a minimum of an associate's degree or an equivalent combination of industry experience and technical/military training.
At least 3 years of Field Service experience.
Good working knowledge of ISO 9001:2008 accreditation requirements and GMP/GDP.
Valid driver's license and passport.
Ability to reside within commuting distance of Greater Boston.
Ability to travel up to 70%, including potential occasional travel to Canadian provinces.
Customer sensitivity and perceptiveness, including actively identifying ways to help customers and responding sensitively to their reactions and needs.
Critical-thinking skills, including using logic and reasoning to assess alternative solutions and approaches.
Ability to apply mathematics and scientific concepts and methods to solve problems.
Complex problem-solving skills, including evaluating information, developing options, and implementing solutions.
Ability to lift and move objects exerting up to 50 lbs. of force occasionally and/or up to 20 lbs. frequently.
Identification with Sartorius core values: Sustainability, Openness, and Enjoyment.

Nice To Haves

Field Service experience in the biopharmaceutical industry.

Responsibilities

Perform installation, commissioning, calibration, preventive maintenance, and break-fix repairs across a range of systems.
Provide start-up, operator training, and maintenance for Bioprocess products and accessories.
Provide timely service and support for customers in the Northeast region, primarily Massachusetts.
Act as a primary liaison between North America customers and colleagues regarding service, parts, and product support.
Maintain fault-finding data and provide product-performance feedback to customers and internal Sartorius groups.
Acquire in-depth product knowledge and demonstrate self-improvement.
Perform in-house service activities in the Delaware office as needed.
Follow service procedures and keep customer information and product software/configuration accurate and up to date.
Maintain accurate records of time, expenses, and work performed.
Make independent field-equipment repair decisions based on service-level and customer-support contract agreements.
Collaborate with teams to escalate unresolved system issues to the relevant Product Support Engineer, Customer Support Engineer, and Hardware Resource Coordinator.
Travel up to 70% to support field service activities.
Perform other related duties as required.