Overview
The Field Service Engineer II or Sr. role at HighRes Biosolutions involves installation, maintenance, troubleshooting and repair of systems and devices at customer sites. This position is specialized on the hardware aspect of the products, coordinating with the Automation Support Engineer role (Software and configuration-focused) for full coverage support of the products.
Responsibilities
* Troubleshoot, repair, and maintain the full range of HighRes devices, systems, and automation platforms.
* Deploy and calibrate robotic systems at customer sites.
* Provide rapid response to customer support requests; initiating troubleshooting and triage of customer-reported product issues.
* Complete accurate and timely documentation of support case issues, activities, and resolution.
* Collaborate with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
* Train customers on routine operation of devices and perform basic Cellario software training.
* Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
* Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques.
* Mentor and train junior-level FSEs and contribute to overall professionalism and service delivery excellence of HighRes Customer Service.
* Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery.
* Occasional coordination with laboratory instrumentation and robot third-party device manufacturers to achieve tier-2 and tier-3 issue resolution.
* Manage and maintain field service spares and a service inventory accurately.
Key Skills
* Has completed, and is skilled in, all aspects of Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises.
* Works independently to solve technical issues on HighRes products and demonstrates clear application of training and competency in problem-solving.
* Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution.
* Collaborates with senior Customer Service team members and Customer Service management to escalate and report product and service quality issues.
* Strong written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels.
* Organized and self-managed in scheduling, achievement of tasks and objectives, and completion of all aspects of service call handling and documentation.
* Demonstrates strong customer service skills with ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with professional demeanor.
Additional Responsibilities At Senior Level
* Perform on-the-job training for Level I/II Field Service Engineers, as assigned and recommend new training modules/topics to training program manager.
* Collaborate with Sr. Automation Support Engineers to define and assure complete and effective case resolution is achieved.
* Organize and conduct proactive customer status and review meetings at assigned accounts.
* Conduct pre-defined Field Service Training modules on assigned topics.
* Coordinate with Principal Field Service Engineers on management and resolution of escalated hardware issues at customer accounts.
* Carry specialist or “first trained” designation on subset of HighRes products and devices, as assigned.
* Member/participant in departmental and cross-functional process and technical improvement projects with ability to analyze and propose new project ideas.
Qualifications
* (North America) Bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of degree is required.
* (Europe) Qualified to a minimum of HNC level with a bias in mechanical or electrical engineering, or Central European equivalent. Modern apprenticeship qualifications will also be considered.
* Typically, a minimum of 2 years (5 years at Senior Level) direct experience in a field service or customer-facing support role, with preference for experience in laboratory or industrial automation products, robotics, or laboratory instrumentation field service. In-house automation support/engineering experience will also qualify.
* HVAC/cooling/environmental experience as well as control software/firmware, computer communications (TCP/IP, RS232), and object-oriented programming experience are advantages, but not required.
* Knowledge of Computer communications (TCP/IP, RS232).
* Ability to travel weekly to customer sites, with overnight domestic travel (40-55% in senior, 60-80% in level II role) and potential, occasional international travel required.
* Valid driver’s license.
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