Field Service Engineer - New England
About The Position
Sartorius has a remote based position for a Field Service Engineer in the New England area. In this field-based role, you will provide timely service and support for all Bioprocess products and accessories in the northeast region. You will act as the primary liaison between all North America customers and colleagues regarding service, parts and support for these products. Your duties will include performing installations, start-up, repairs, calibrations, operator training and maintenance on all Bioproproduccts. 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 candidate must reside within commuting distance to the Greater Boston area. The Field Service Engineer will be mostly focused in the Massachusetts area but will be responsible for the Northeast region consisting of the following states: MA, RI, CT, NH, ME, VT and may include occasional travel to Canadian provinces of Ontario, Quebec, Nova Scotia, Prince Edward Island, New Brunswick and Newfoundland.
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 (preferably in the Biopharmaceutical industry)
- Good working knowledge of ISO 9001:2008 accreditation requirements as well as GMP/GDP.
- Valid Driver's License and Passport
- Social Skills and Perceptiveness: 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.
- Math / Science: Use mathematics and scientific concepts and methods to solve problems.
- Complex problem solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
- LIFTING - Exert up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently to lift and move objects.
Responsibilities
- Service company equipment for customers, including installations, preventative maintenance, repairs and training.
- Interact with customers directly to schedule appointments and complete 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 and timely documentation to include field service reports, calibration records, 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 Selection: Determining the kind of tools and equipment needed to complete an assignment.
- 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.
- 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.
- Troubleshooting: Determining causes of operating errors and corrective actions
- 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
- 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.
- 401 k (with generous company match)
- HSA
- FSA (dependent care & healthcare spending)
- Transportation Commuter Account
- Basic Life Insurance
- AD&D
- EAP
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
