Service System Engineer - Training Coordinator

Hamilton Storage Technologies • Franklin, MA

2d

About The Position

Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers. Travel on-site as needed to deliver hands-on assistance and ensure timely resolution.
Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving.
Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans.
Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment.
Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer. Responsibilities include providing regular updates on planning, procurement, delivery, implementation, testing, and any necessary rework cycles. Ensure final handover and initiate follow-up calls at predetermined intervals to confirm system performance.
Develop and maintain training materials for all U.S.-built products, updating agendas and resources on a regular cadence to ensure accuracy, relevance, and compliance with organizational standards.
Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics and scheduling, and conducting post-training evaluations to measure effectiveness and drive continuous improvement.
Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products.
Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions.
Ensure technical documentation is accurate and up to date, including:
Creating service documentation for field upgrades and repairs.
Developing and maintaining Service Manuals.
Manage escalation flow, providing timely follow-up with customers until issues are fully resolved.
Support and mentor Field Service Engineers, offering guidance and technical expertise.
Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers.
Develop and maintain training materials for all U.S.-built products, updating agendas and resources regularly to ensure accuracy, relevance, and compliance.
Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics, and conducting evaluations to measure effectiveness and drive continuous improvement.
Follow company ISO and Health and Safety procedures to main compliance and operational excellence.
Travel up to 25% as required for on-site support and installation.

Requirements

• Be able to make decisions and act for customers based on knowledge and experience.
• Must be able to travel and be flexible, subject to Business requirements.
• Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
• Microsoft Windows environment, Active directory, and SQL databases.
• IP addressing, Remote Desktop Protocols, and Driver Support.
• Willingness to work additional hours and the flexibility to work overtime as and when required.
• Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading.
• BS Degree in Engineering or equivalent professional experience-based knowledge.
• Experience in automation or similar is essential.
• Fluent in English is necessary.

Nice To Haves

• Experience working with customers in the life scneice/clinical/pharmaceutical field would also be an advantage.

Responsibilities

• Serve as the System Engineer and subject matter expert, providing advanced technical support to resolve complex automation issues escalated by Field Service Engineers.
• Travel on-site as needed to deliver hands-on assistance and ensure timely resolution.
• Act as the primary point of contact for all escalated automation challenges worldwide, ensuring timely communication and effective problem-solving.
• Lead root cause analysis and corrective actions by determining underlying issues, developing action plans, overseeing solution implementation, and validating results through structured test plans.
• Support U.S.-based installations, providing technical expertise and guidance to ensure successful deployment.
• Own all U.S. communications for escalated problems until the implemented solution is accepted by the customer.
• Evaluate and maintain Spare Part Kits, Min/Max stock lists, and Safety stock lists for assigned products.
• Analyze failure trends and collaborate with R&D, Sustaining, Quality, and Production teams to implement effective solutions.
• Ensure technical documentation is accurate and up to date
• Manage escalation flow, providing timely follow-up with customers until issues are fully resolved.
• Support and mentor Field Service Engineers, offering guidance and technical expertise.
• Learn and utilize D365 to monitor open calls, manage tasks, and assign work to Field Engineers.
• Develop and maintain training materials for all U.S.-built products, updating agendas and resources regularly to ensure accuracy, relevance, and compliance.
• Coordinate and deliver comprehensive training sessions for internal teams and external stakeholders, tailoring content to audience needs, managing logistics, and conducting evaluations to measure effectiveness and drive continuous improvement.
• Follow company ISO and Health and Safety procedures to main compliance and operational excellence.

Benefits

• Comprehensive benefits package: medical, dental, vision insurance; paid vacation and sick time; disability insurance; 401(k); tuition reimbursement; and more.
• Engaging and innovative design projects.
• Strong opportunities for professional growth.
• Commitment to sustainable design practices.
• Personal Protective Equipment (PPE) may be required (provided by employer).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees