Field Service Engineer - New England
About The Position
Sartorius is hiring a remote-based Field Service Engineer serving the New England area. This field-based role provides timely service and support for Bioprocess products and accessories in the Northeast region, acting as the primary liaison between North America customers and colleagues for service, parts, and support. The engineer performs installations, start-up, repairs, calibrations, operator training, and maintenance, with a focus on customer satisfaction, retention, and service success. The candidate must live within commuting distance of Greater Boston. The role is primarily focused in Massachusetts and covers MA, RI, CT, NH, ME, and VT, with possible occasional travel to Canadian provinces. Travel of up to 70% is required, and in-house service activities in the Delaware office may also be required as needed.
Requirements
- Bachelor's degree in an electrical/electronic discipline, or at least an associate's degree or equivalent combination of industry experience and technical/military training.
- At least 3 years of field service experience; biopharmaceutical industry experience is preferred.
- Good working knowledge of ISO 9001:2008 accreditation requirements and GMP/GDP.
- Valid driver's license and passport.
- Customer service skills, including actively helping customers and sensitivity to their reactions and needs.
- Critical-thinking skills to use logic and reasoning when assessing alternative solutions and approaches.
- Ability to apply mathematics and scientific concepts and methods to solve problems.
- Complex problem-solving skills, including evaluating information and implementing solutions.
- Ability to exert up to 50 lbs. of force occasionally and/or up to 20 lbs. frequently to lift and move objects.
- Identification with the company's core values: Sustainability, Openness, and Enjoyment.
- Must reside within commuting distance of the Greater Boston area.
Nice To Haves
- Field service experience in the biopharmaceutical industry.
Responsibilities
- Perform installation and commissioning, calibration, preventative maintenance, and break-fix repairs across a range of systems.
- Maintain fault-finding data and provide product performance feedback to customers and internal Sartorius groups.
- Develop in-depth product knowledge and demonstrate self-improvement.
- Perform in-house service activities in the Delaware office as needed.
- Follow service procedures to ensure customer information and product software/configuration are current and accurate.
- Maintain accurate records of time, expenses, and work performed.
- Make independent repair decisions based on service-level agreements and customer support contract details.
- 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.
Benefits
- Paid vacation, sick time, corporate holidays, and a community service day.
- Flexible work schedules.
- Mentoring, leadership programs, and internal seminars for personal and professional development.
- Comprehensive onboarding, including a virtual online platform.
- Medical plans, dental and vision coverage, EAP, and wellness programs.
- 401(k) retirement savings plan with company match.
- HSA, healthcare and dependent-care FSA, and transportation commuter account.
- Company-paid basic life insurance, AD&D, EAP, family planning and women's health support, and Health Advocate.
- Optional supplemental life insurance, legal services, LTD and STD coverage, critical illness insurance, and student loan tuition refinance service.
- Smart buildings with the latest technology and equipment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
