Field Service Engineer

Sartorius

1d • Remote

About The Position

Sartorius has a remote-based position for a Field Service Engineer within the North Carolina area. The primary responsibility of the Field Service Engineer is to provide timely service and support for all Bioprocess products and accessories in the southern region. As the Field Service Engineer (FSE), you will act as the primary liaison between all North America customers and colleagues regarding service, parts and support for these products. You will perform installation, start-up, repairs, calibrations, operator training and maintenance on all Bioprocess products. This position is location specific – any change of address located outside of your hired location will require approval in advance. In this role, you will be responsible for delivering the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability. The ideal candidate will reside in the Raleigh/Durham North Carolina area. This position is location specific – any change of address located outside of your hired location will require approval in advance. The Field Service Engineer will be mostly focused in the North Carolina area but will be responsible for the southern region consisting of the following states: NM, CO, TX, OK, MS, LA, AK, GA TN, NC, SC, FL and Puerto Rico. Remote-based role covering the North Carolina Area

Requirements

• Bachelor’s degree in an Electrical/Electronic discipline, minimum of an associate’s degree or equivalent combination of industry experience and technical/military training
• Minimum 3 years of Field Service experience
• Good working knowledge of ISO 9001 accreditation requirements as well as GMP/GDP.
• A willingness to travel up to 85% locally and within the region performing Field Service activities.
• Proficiency with MS Office software, including Outlook, Word and Excel.
• Valid Driver’s License and Passport
• Actively look for ways to help customers and be sensitive when dealing with customer reactions and needs.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Identification with our core values: Sustainability, Openness, Enjoyment

Nice To Haves

• preferably in the Biopharmaceutical industry

Responsibilities

• Service company equipment for customers, including installations, preventative maintenance, repairs and training.
• Generate service revenue for the company by proactively selling service contracts to customers.
• Interact with customers directly to schedule appointments, provide quotations, order parts, and complete repair services as appropriate.
• Provide excellent customer service at every step.
• Evaluate the customer’s service need, including a technical evaluation of the equipment that needs servicing; researching and interpreting the specifications to effectively troubleshoot and determine an appropriate solution; coordinating with the customer and other internal personnel to complete the service
• Maintain complete, timely documentation, including field service reports, customer surveys, installation reports, daily progress reports, and others as defined by management.
• Communicate effectively and in a timely manner with management, coworkers, and customers, including responding by email, phone and in person as needed.
• Manage communications effectively and timely.
• Maintain an updated schedule, and pro-actively communicate to management when schedule is free of appointments.
• Properly manage company parts, equipment and tools.
• Keep an accurate inventory and care properly for equipment and tools.
• Equipment Maintenance: Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Equipment Selection: Determining the kind of tools and equipment needed to do a job.
• Installation: Installing equipment, machines, wiring, or programs to meet specifications.
• Operation Monitoring: Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Operation and Control: Controlling operations of equipment or systems.
• Operations Analysis: Analyzing needs and product requirements to create a design.
• Quality Control Analysis: Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Repairing: Repairing machines or systems using the needed tools.
• Technology: Design Generating or adapting equipment and technology to serve user needs.
• Troubleshooting: Determining causes of operating errors and deciding what to do about it.
• Perform other related duties as required.

Benefits

• Mentoring
• leadership programs
• internal seminar offerings
• Paid vacation
• sick time
• corporate holidays
• community service day
• flexible work schedules
• Comprehensive onboarding, including a virtual online platform
• Mutual support, team spirit and international collaboration
• communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
• Wide selection of health and well-being support such as a variety of medical plans to choose from
• dental
• vision
• EAP
• other wellness programs
• Working in smart buildings with the latest technology and equipment.
• Retirement Savings Plan: 401 k (with generous company match)
• HSA
• FSA (dependent care & healthcare spending)
• Transportation Commuter Account
• Basic Life Insurance
• AD&D
• Family Planning & Women’s Health
• Health Advocate
• Supplemental Life Insurance (employee, spouse & dependents)
• Legal Services
• LTD & STD
• Critical Illness Insurance
• Student Loan Tuition Refinance Service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level