Sr field service engineer

JOB OBJECTIVE:

The Senior Field Service Engineer will perform installation and repair services for all internal and external customers on Promega instrumentation while ensuring all customer service standards are maintained. This position will provide advanced support for all internal and external customers on Promega instrumentation. Develop and deploy service documents, provide service training and processes and tools for use in the global support of instrument products.

CORE DUTIES:

1. Perform all service activities for Promega instrumentation product, including installation, training, repairs, troubleshooting and preventive maintenance.
2. Complete and maintain accurate reports and customer records in the CRM Database for services performed in accordance with Promega service procedures.
3. Identifies, analyzes, and repairs instrument issues in a timely manner with a focus on first time resolution.
4. Orders and replaces instrumentation parts as needed.
5. Ensure compliance with Promega guidelines regarding the Quality System, customer service standards, safety protocols, ticket completion and closeout expectations, and productivity requirements.
6. Effectively communicate with customers and supervisors regarding updates, timelines, and project completion status.
7. Collaborate with Technical Service, Product Managers, Manufacturing, Sales, and Service personnel as needed to meet business and customer needs.
8. Translate R&D and manufacturing documentation and information into field service manuals, service training programs and regular service bulletins to ensure service personnel have up-to-date information to provide customer support.
9. Act as a liaison between field and depot service personnel and instrument R&D/manufacturing to provide substantive feedback regarding instrument serviceability and quality.
10. Deliver service training to Promega service personnel and global service and support groups. This will include, but not be limited to, Promega and third party service technicians, Promega technical support scientists, and Promega sales and marketing specialists.
11. Other duties that are occasionally required:
• review and update technical documentation for product changes and improvements.
• participate in operational aspects of the local instrument service center and instrument field support, instrument installation, internal customer training, preventive maintenance, repair, and service support.
• deliver end-user training for basic functionality on Promega instruments.
12. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
13. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.
14. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. BS or MS in a scientific or engineering field, or equivalent experience or education.
2. Minimum of 4 years of instrument service or field instrument service experience.
3. Ability and willingness to travel domestically and internationally, occasionally on short notice, up to 80% of the time.
4. Requires ability to comply with hospital and lab requirements for entry.
5. Ability to maintain a valid U.S. driver’s license.
6. Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, Dynamics), Outlook and the use of the internet.
7. Excellent verbal and written communication skills. Ability to communicate with customers and staff via telephone, email and in person. Fluent in English.
8. Strong commitment to customer service.
9. Highly driven, independent worker with a strong motivation to succeed.
10. Demonstrated proficiency in digital tools and technology, including Microsoft applications and mobile platforms, with the ability to adapt and leverage emerging technologies, such as artificial intelligence, to improve efficiency, automation, and collaboration.

PREFERRED QUALIFICATIONS:

1. Experience working in a GMP or ISO 9000 and/or ISO 13485 environment.
2. Experience and knowledge of doing business with international colleagues and customers.
3. Knowledge of networking technology and systems, and software configuration.
4. Experience with handling biological samples, some of which may be potentially infectious samples. Understanding of appropriate biosafety techniques.
5. Experience writing technical manuals and delivering training to a technical audience within the life science or clinical industry.

PHYSICAL DEMANDS:

1. Ability to use computer and telephone equipment.
2. Ability to use standard laboratory equipment.
3. Ability to wear safety equipment and follow safety guidelines while in the laboratory.
4. Ability to lift and move packages weighing up to 50 lbs. required.
5. Ability to stand for extended periods of time.
6. Ability to drive.
7. Ability and willingness to travel domestically and internationally, occasional on short notice, up to 80% of the time.

At Promega, we are committed to building a diverse workforce that reflects the communities we serve and creating a culture where everyone belongs. As an Equal Opportunity Employer, we welcome and encourage applications from all backgrounds, ensuring that employment decisions are made fairly and equitably.