Sr Field Service Engineer

Promega • Virtual, UNAVAILABLE

3d

About The Position

The Senior Field Service Engineer installs, repairs, troubleshoots, and maintains Promega instrumentation for internal and external customers while meeting customer-service standards. The role provides advanced instrument support and develops and deploys service documentation, training, processes, and tools for global support of instrument products.

The engineer records service activity and customer information in the CRM database, manages parts replacement, and follows Promega quality, safety, service, and productivity requirements. The role coordinates with customers, supervisors, and cross-functional teams, and translates R&D and manufacturing information into service manuals, training programs, and service bulletins. It also connects field and depot service personnel with instrument R&D and manufacturing, sharing feedback on serviceability and quality. The position delivers training to Promega and third-party service and support personnel, and may support local service-center operations, product documentation updates, and end-user training.

The position requires frequent domestic and international travel, potentially on short notice, up to 80% of the time. The engineer must comply with hospital and laboratory entry requirements and applicable ethical, legal, regulatory, safety, and quality requirements. Promega describes a commitment to inclusion, respectful conduct, and a safe workspace, and encourages applications from all backgrounds as an Equal Opportunity Employer.

Requirements

• Bachelor’s or master’s degree in a scientific or engineering field, or equivalent experience or education.
• At least 4 years of instrument service or field instrument service experience.
• Ability and willingness to travel domestically and internationally, occasionally on short notice, up to 80% of the time.
• Ability to comply with hospital and laboratory entry requirements.
• Ability to maintain a valid U.S. driver’s license.
• Knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Dynamics, and use of the internet.
• Excellent verbal and written communication skills, including communicating with customers and staff by telephone, email, and in person.
• Fluency in English.
• Strong commitment to customer service.
• Highly driven, independent work style and strong motivation to succeed.
• Proficiency with digital tools and technology, including Microsoft applications and mobile platforms, and ability to adapt to emerging technologies such as artificial intelligence to improve efficiency, automation, and collaboration.
• Ability to use computer and telephone equipment and standard laboratory equipment.
• Ability to wear safety equipment and follow laboratory safety guidelines.
• Ability to lift and move packages weighing up to 50 pounds.
• Ability to stand for extended periods and drive.

Nice To Haves

• Experience working in a GMP or ISO 9000 and/or ISO 13485 environment.
• Experience and knowledge of doing business with international colleagues and customers.
• Knowledge of networking technology and systems, and software configuration.
• Experience handling biological samples, including potentially infectious samples, and understanding of appropriate biosafety techniques.
• Experience writing technical manuals and delivering training to a technical audience in the life science or clinical industry.

Responsibilities

• Install, train customers on, repair, troubleshoot, and perform preventive maintenance on Promega instrumentation.
• Complete and maintain accurate service reports and customer records in the CRM database in accordance with Promega service procedures.
• Identify, analyze, and repair instrument issues promptly, focusing on first-time resolution.
• Order and replace instrumentation parts as needed.
• Comply with Promega quality-system guidelines, customer-service standards, safety protocols, ticket completion and closeout expectations, and productivity requirements.
• Communicate updates, timelines, and project completion status to customers and supervisors.
• Collaborate with Technical Service, Product Managers, Manufacturing, Sales, and Service personnel to meet business and customer needs.
• Translate R&D and manufacturing documentation and information into field service manuals, training programs, and service bulletins.
• Liaise between field and depot service personnel and instrument R&D and manufacturing, providing feedback on instrument serviceability and quality.
• Deliver service training to Promega and global service and support groups, including service technicians, technical support scientists, and sales and marketing specialists.
• Review and update technical documentation to reflect product changes and improvements.
• Participate in local instrument service-center operations and field support, including installations, internal customer training, preventive maintenance, repairs, and service support.
• Deliver end-user training on basic Promega instrument functionality.
• Demonstrate inclusion, kindness, curiosity, and respect, and contribute to a safe workspace.
• Incorporate Promega’s six Emotional & Social Intelligence core principles into daily work.
• Understand and comply with ethical, legal, and regulatory requirements applicable to the business.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior