Responsibilities
- Provide exceptional customer care and build positive relationships with customers
- Provide technical support to customers in the event of an issue
- Tie the workflow to the schedule to minimize unnecessary travel
- Travel to customers by ground, train, and air transportation as needed
- Provide training to customers on the essential use and operation of Bio Analytics instruments
- Perform field service, calibration, and installation of complex mechanical systems, and perform preventative maintenance and field sterilizations
- Assist with resolving IT issues related to Bio Analytics system installations
- Follow all the company's procedures and protocols, as well as perform software updates/upgrades
- Assist in drafting documentation of process and procedure as required
- Keep accurate records via written and paper form, and keep a precise count of parts assigned to the engineer
- Produce timely, accurate, and detailed service reports and prepare customer-facing estimates of repairs
- Pass along identified leads to the sales manager
- Travel to our Ann Arbor, MI, Fremont, CA, and additional facilities and sites for training and conferences as needed
- All other duties as assigned by management
Requirements
- Associate's degree in engineering or military training certifications with 3 years of field service experience or 10+ years of proven field service experience
- 3+ years of field service experience in the Bio-Pharmaceutical industry or related
- Valid Driver's License
- Proficient with MS Office software, including Outlook, Word, and Excel
Nice to Have
- Completion of a bachelor's degree in mechanical engineering, biomechanical engineering, biomedical engineering, or a related field
- Familiarity with mobile tools and applications
- Excellent driving record
Benefits
- Mentoring, leadership programs, internal seminar offerings
- Paid vacation, sick time, corporate holidays and community service day; as well as flexible work schedules
- Comprehensive onboarding, including a virtual online platform
- Mutual support, team spirit and 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, and 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
Work Arrangement
Hybrid
Additional Information
- Expect up to 25% overnight travel to support Field Service activities in the greater eastern region of NA, with support in the additional areas of NA
- Lift items that weigh up to 35 Kg
