Field Services Engineer II, Automation Solutions

MSD Careers•All, MD

6d•Onsite

About The Position

This position is responsible for supporting the installation, maintenance, and servicing of our cutting-edge automated assay systems. The incumbent will provide customer service, troubleshooting, and maintenance of this platform for our global client base.

Requirements

Bachelor’s degree in Engineering, Life Sciences, or a related field, or equivalent military/work experience.
A minimum of 5 years of experience in field service engineering, systems integration, or related technical roles.
Hands-on experience with automated laboratory systems, liquid handling equipment, or robotics.
Proficiency with basic hand tools, inspection equipment, and diagnostic tools.
In-depth understanding of automation technologies, robotics, and control systems.
Excellent problem-solving skills with the ability to troubleshoot and resolve complex technical issues in automated systems.
Experience developing test scripts, analyzing software logs, and working with automation equipment.
Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
A customer-first mindset with a proven ability to deliver exceptional service and manage complex, high-pressure situations.
Ability to work independently while collaborating effectively across teams, and managing multiple priorities in a fast-paced environment.
Proficiency in MS Windows, MS Office, and basic networking.

Nice To Haves

Experience in developing field service procedures, creating training materials, and standardizing service operations.
Familiarity with complex biotechnology instruments such as NGS systems, GCMS, or robotics.
Knowledge of ISO standards, GLP, and Good Documentation Practices (GDP).
Experience in the life sciences, drug discovery, or clinical laboratory industries.
Familiarity with large-scale automated liquid handlers and robotics service.
Strong organizational skills with experience in managing complex projects and multiple moving parts.

Responsibilities

Conduct site surveys and lead the installation and commissioning of MSD’s automated assay systems at customer sites worldwide.
Take ownership of the initial deployment, ensuring systems are fully operational, optimized, and integrated within customer workflows.
Provide expert on-site and remote troubleshooting, service, and preventive maintenance for MSD’s automated systems, with a focus on plate and fluid handling components.
Drive minimal downtime and quick resolutions, ensuring exceptional customer satisfaction and system performance.
Contribute to the development and delivery of training materials and customer-facing documentation, empowering customers to maintain their systems and ensuring effective field operations.
Create and update internal training materials for Field Service Engineers, ensuring they are equipped with the knowledge to support the system effectively.
Maintain detailed service records and collaborate with internal teams for continuous improvement of field processes and product performance.
Act as a key liaison between customers and internal teams (engineering, product development), providing feedback on system performance and recommending product improvements.
Participate in Field Service meetings, sharing insights on challenges and trends, and driving improvements in MSD’s field service offerings.
Play a leading role in developing service processes, procedures, and checklists for field activities, ensuring efficient, high-quality support.
Contribute to the development of best practices and standards that will be adopted by future engineers across regions.
Collaborate cross-functionally to ensure that MSD’s automated systems are continuously evolving based on field feedback, ensuring that the company maintains its leadership in the automation space.