Field Service Engineer - Remote - Chicago Area

Sartorius Stedim•Chicago, IL

1d•Remote

About The Position

The primary responsibility of the Field Service Engineer is to provide timely service and support for all Bioprocess products and accessories in the Central US. 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. The Field Service Engineer 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. What you will accomplish together with us: Service company equipment for customers, including installations, preventative maintenance, repairs and training. Interact with customers directly to schedule appointments and complete repair services as appropriate. Provide excellent customer service at every step. Evaluate the customer’s service needs, 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 proactively 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. Build positive relationships with customers Perform other related duties as required.

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
3+ years’ Field Service experience working on electrical and mechanical equipment
Experience trouble shooting, repairing, calibrating and performing routine maintenance on equipment using company provided tools.
Experience installing equipment, wiring, or programs to meet company specifications.
Ability to lift 50lbs.
Experience with troubleshooting low voltage electrical systems, sensors and ability to read electrical diagrams.
Experience with high voltage (400VAC plus) systems.
Experience with pneumatic and hydraulic systems.
Valid Drivers License and Passport
Up to 90% travel is required to support Field Service activities and can include travel outside of the region (Central US).
Proficiency with MS Office software, including Outlook, Word and Excel.

Nice To Haves

Determining the kind of documentation, tools and equipment needed to do a job.
Experience with automated systems such as robotics is a plus
Experience with automated equipment in the Pharmaceutical or Biotechnology industry is a plus
Working knowledge of ISO 9001:2008 accreditation requirements as well as GMP/GDP is a plus.
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

Responsibilities

Service company equipment for customers, including installations, preventative maintenance, repairs and training.
Interact with customers directly to schedule appointments and complete repair services as appropriate.
Provide excellent customer service at every step.
Evaluate the customer’s service needs, 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 proactively 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.
Build positive relationships with customers
Perform other related duties as required.

Benefits

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