Field Service Engineer (Field Base Woburn, MA)
About the role
This Field Service Engineer position provides on-site support to Waters customers, including installation and service of diagnostic instrumentation, after-hours phone support, holiday and weekend on-site support, marketing, exhibitions, and clinical trials support. Daily travel to multiple customer sites is required, involving complex troubleshooting and repair of systems containing lasers, optical pathways, fluidic systems, pneumatic systems, electronic systems, and PCs.
Responsibilities
- Install, repair, maintain, and service instrumentation with minimal supervision while adhering to documented procedures, ISO standards, and GMP requirements.
- Maintain accurate inventory of car stock, test equipment, tools, and technical resources to ensure readiness for service calls.
- Provide outstanding service by communicating arrival times, work duration, and contact information.
- Deliver comprehensive summaries of completed work including issues identified, root causes, solutions implemented, and qualification testing performed; obtain customer sign-off before leaving job sites.
- Promptly escalate customer concerns or instrument-related issues to District Technical Specialists and Service Managers when additional support is required.
- Maintain high standards of personal appearance, ethical behavior, and professionalism in all customer interactions.
- Operate within established expense guidelines for travel and living expenses; responsibly manage company assets including vehicles, credit cards, spare parts, test equipment, and electronic devices.
Requirements
- High School diploma required with a minimum of 3 years' experience troubleshooting systems, instruments, or components.
- Valid Driver's License; ability to travel at least 50% of the time, including safely driving distances up to 8+ hours in various weather conditions.
- Ability to safely lift, push, and pull objects weighing up to 50 lbs from floor to chest level; carry a pack weighing up to 30 lbs for up to 1 hour; safely climb portable ladders and step stools.
- Proficiency in safely operating test equipment including DVMs, power meters, oscilloscopes, microscopes, pressure gauges, and vacuum gauges.
- Ability to safely work around lasers, optics, fluidics, electronics, high voltage equipment, and biohazards.
- Demonstrated ability to safely operate powered and manual tools repeatedly throughout an 8-10 hour workday, including performing fine motor tasks.
- Ability to safely sit, kneel, squat, bend, and stand repeatedly for up to 8-10 hour durations while servicing equipment.
- Must be able to wear safety glasses, goggles, gloves, respirator, bunny suit, and related PPE for extended periods; complete required fit tests, spirometry, and medical evaluations.
Preferred Qualifications
- Associates or Bachelor's degree in Electronics, Engineering, or related technical/biological discipline, complemented by technical military training.
- Prior Field Service Engineer experience, particularly with troubleshooting medical device instruments; Flow Cytometry experience is a significant advantage.
- Previous experience in customer-facing roles demonstrating strong communication abilities and professional client interaction.
- Experience with tools and test equipment such as digital volt meters and oscilloscopes; proficiency in MS Office applications (Word, Excel).
- Familiarity with recent Mac and PC operating systems.
Schedule
This role requires a minimum of 4 days of in-office presence per week for most positions. Field-based roles, such as this one, will have different workplace arrangements as indicated.
Pay
Hourly pay range: $21.90 - $35.00 USD.
Benefits
Waters offers a comprehensive Total Rewards program, including competitive compensation and benefits, reward and recognition opportunities, and a performance-based culture. The program supports learning, progress, and success through face-to-face collaboration and in-person connections.