Field Service Technician - Charlotte, NC

Merck•Burlington, MA

1d•Onsite

About The Position

MilliporeSigma is hiring a Field Service Technician to provide technical support and expertise to customers in the Charlotte, North Carolina area. The role involves installing, repairing, performing preventive maintenance on, and qualifying water purification systems. The technician will also provide backup support to neighboring territories and may travel overnight occasionally, as well as travel for training, team meetings, and territory coverage. A company vehicle is provided. The technician is expected to deliver timely, professional customer service, complete work orders and associated documentation accurately, close work orders daily, and keep customers informed about scheduling and completed work. The position requires maintaining consignment inventory and ensuring tools and test equipment remain in good working order and calibrated. It also includes generating leads for hardware, consumables, accessories, and service contracts through the company’s CRM tool. Work may occur outside normal business hours, including overtime, to meet business needs. Some clinical customers may require emergency service during nights, weekends, and holidays. The role involves substantial physical activity, including lifting, carrying, pushing, pulling, climbing, bending, kneeling, squatting, and crawling, and may occasionally require wearing a half-mask respirator. Compensation is listed at $30.00–$45.00, with possible eligibility for sales or performance-based bonuses. The company also lists health insurance, paid time off, retirement contributions, and other perquisites.

Requirements

High school diploma or GED and at least 3 years of field service experience, skilled trade expertise, mechanical proficiency, plumbing capabilities, technical skills, or military electronics experience; alternatively, a bachelor’s degree in Mechanical Engineering, Biomedical Engineering, or another engineering discipline and at least 1 year of such experience.
Ability to work outside normal business hours, including overtime, as business needs dictate, and to respond to emergency service needs that may occur at night, on weekends, or on holidays.
Ability to lift up to 66 pounds without assistance and move or maneuver up to 165 pounds with assistance; push and pull using force up to 60 pounds.
Ability to perform the listed physical activities, including sitting, standing, walking, overhead reaching, bending, twisting, kneeling, squatting, crawling, climbing, carrying, and manipulating tools and objects.
Visual acuity of 20/40 corrected or better in each eye and both eyes, with the ability to distinguish red, green, and yellow.
Eligibility to work in the United States; the position does not offer work authorization sponsorship.

Nice To Haves

Associate degree or completion of a trade school program.
Electronics background.
Ability to read and understand technical documents.
Proficiency with tools and test equipment, including precision hand tools, voltage meters, power tools, drills, qualification test boxes, and verification meters.
Strong technical acumen and ability to troubleshoot and resolve complex equipment issues.
Excellent communication and interpersonal skills, a customer-focused approach, and ability to handle difficult customers and situations.
Proactive, collaborative, and adaptable approach, with a commitment to outstanding service and exceeding customer expectations.
Strong documentation skills aligned with quality management systems.
Basic IT skills, including computer-based equipment communications, uploading software to systems, using iPads and iPhones, and using field service software.
Ability to work independently with little to no supervision.

Responsibilities

Provide timely, professional service, including preventive maintenance during the month due, installations within two weeks after a site is ready, customer-requested repairs, and system validations and qualifications.
Follow customer on-site rules and regulations and maintain good housekeeping practices.
Complete work orders and related documentation accurately and in detail, and close work orders daily.
Provide customers with documentation of completed work, including service reports, meter verification reports, and routine maintenance records.
Maintain an accurate daily schedule for internal visibility, communicate schedules to customers in advance, and adapt schedules to repair needs.
Maintain courteous, effective, and professional communication with internal and external customers.
Notify the manager when scheduling affects customer satisfaction or work cannot be completed within the requested timeframe.
Maintain physical consignment inventory according to standard operating procedures, value limits, and inventory records.
Keep tools and test equipment in proper working order and calibrated.
Generate leads for new hardware, consumables, accessories, and service contracts using the current CRM tool.
Provide backup support to neighboring territories and travel for training, team meetings, and territory coverage.
Submit expense reports every two weeks.