Field and Product Support Engineer

Major Duties and Responsibilities

• Install, troubleshoot, maintain, and repair gel permeation chromatography (GPC), multi-column chromatography (MCC) instruments, both hardware and software.
• Overnight and air travel are required. Frequency and duration will vary depending on business needs but will be in the order of 70%. Travel may be immediate or scheduled in advance. International travel is possible on a volunteer basis, valid passport required.
• Provide cross coverage for other FSE territories & customers as needed and requested.
• Aid with training and mentoring members of the Post-Sales Technical Support team.
• Complete all administrative responsibilities in a timely and accurate manner as required by company policy or as directed by management.
• Maintain organization, management, and control of trunk stock parts inventory.
• Fully comply with all service procedures and quality systems requirements.
• Collaborate with Instrument Service Center (ISC) personnel in refurbishing chromatography instruments.
• Maintain compliance in all work activities.
• Represent field services and support projects requiring coordination with other functions and customers.
• Solve a broad range of hardware and/or software problems of varying scope and complexity.
• Resolve reported customer technical issues.
• Communicate with R+D and other technical departments to isolate product defects.
• Develop and implement test protocols.
• Aid with installation and configuration of company software.
• Develop written procedures to be used by field service engineers.
• Familiar with GMP and ISO 9001.

Qualifications

• A minimum of an associate degree in an engineering discipline or equivalent military technical training is required. A bachelor’s degree in chemical, mechanical or electrical engineering is preferred.
• 4+ years of relevant industry experience.
• Experience servicing analytical chemistry instrumentation such as gas chromatography, liquid chromatography, gel permeation chromatography or other comparative technique technologies.
• Familiarity with similar Waters, Agilent, and Malvern equipment and software is a plus.
• Mechanically inclined with the ability to perform hands on maintenance, installations and selected repairs on instrumentation.
• Ability to solve high impact problems related to product availability; typically system/solution focused.
• Ability to travel 70% or more by air with the potential for international travel.
• A valid driver’s license is required. A valid passport or the ability to obtain one (at company cost) is also required.
• Strong understanding of mechanical and electrical schematics.
• Familiar with standard electrical test equipment and hand tools.
• Proven track record of successful customer relationship management.
• Excellent verbal and written communication skills are a must.
• Strong organizational and leadership capabilities.
• Must be proficient in the Microsoft Office suite of business software and be able to enter and search data in the CRM environment.

Physical Requirements

• Work in a biohazard and/or hazardous chemical environment.
• Work near moving mechanical parts.
• Work near fumes or airborne particles.
• Work near caustic chemicals.
• Work with risk of electrical shock.

Working Conditions

• Work in a biohazard and/or hazardous chemical environment.
• Work near moving mechanical parts.
• Work near fumes or airborne particles.
• Work near caustic chemicals.
• Work with risk of electrical shock.