Junior Field Service Engineer

The Field Service Engineer position at HighRes Biosolutions is the primary role responsible for 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.

Levels I and Junior are roles for carrying out Field Service Engineer responsibilities in either learning or assisted modes, with oversight and assistance from a team lead, supervisor, manager, or skilled technical Customer Service colleague(s).

RESPONSIBILITIES

• Active progression through Field Service Engineer onboarding and development plan, including basic product service and maintenance training, CRM System and documentation training, customer skills training, and other select technical topics and company/department processes.
• Troubleshoot, repair, and maintain a limited range of HighRes devices, systems, and automation platforms.
• Assist in deployment and calibration of robotic systems at customer sites.
• Learn and practice techniques for 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.
• Complete on-the-job training with HighRes Automation Support Engineers and operations teams to deploy device updates, system upgrades, and relocations at customer sites.
• Audit the training of customers on routine operation of devices and perform basic Cellario software training.
• Develop customer relationships through proactive and approved communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory.
• Regularly query service documentation and utilize knowledge base articles for technical support and servicing & troubleshooting techniques.
• Attend training provided by laboratory instrumentation and robot third-party device manufacturers for basic service and maintenance tasks.
• Practice the accurate management and maintenance of field service spares and a service inventory.

KEY SKILLS

• Regular completion of modules in Field Service Engineer training program, including foundational training modules, related hands-on courses, and exercises. 
• Works collaboratively and with assistance to solve technical issues on HighRes products and has begun to demonstrate application of training and competency in problem-solving.
• Self-identifies knowledge and skills gaps and seeks technical assistance in solving customer issues.
• Works proactively with support and cross-functional groups to achieve timely and customer-focused issue resolution.
• Notifies senior Customer Service team members and Customer Service management of potential product and service quality issues.
• Fundamental written and oral skills in communication of technical and non-technical information to customers and colleagues at multiple organizational levels.
• Organized and accepts assistance in scheduling, achieving tasks and objectives, and completing all aspects of service call handling and documentation.
• Demonstrates progressive improvement in customer service skills with the ability to communicate sensitive information to customers and to address interpersonal conflict appropriately and with a professional demeanor.

ADDITIONAL RESPONSIBILITIES AND SKILLS AT LEVEL I

• Act as instructor assistant in Systems user maintenance-level trainings.
• Independent case and work order completion for Tier 1 and routine customer support requests.
• Complete and review (provide feedback on) new training modules/topics to assist training program manager.
• Collaborate with Level II Field Service Engineers to define and ensure complete and effective case resolution is achieved.
• Attend proactive customer status and review meetings at assigned accounts.
• Complete tasks assigned by Principal Field Service Engineers for resolution of escalated hardware issues at customer accounts.

Participant/assistant in limited number of departmental and cross-functional process and technical improvement projects.

• Bachelor’s degree in electromechanical/life science/engineering or certification with equivalent experience in lieu of a degree is required.
• Typically, 0-1 years (1-3 years at Level I) 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% and potential, occasional international travel required.
• Valid driver’s license.