Field Services Engineer

Peak Scientific

PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.

Job Overview

• Provide a high level of service and technical advice for Peak customers, OEM’s, distributors and internal staff.
• Work independently and collaboratively as a member of a regional service team, and the larger service team at Peak NA.
• Be prepared, if requested, to provide service in the region, and across North America, or technical support during holidays, sickness, etc.
• Ensure that a high level of customer satisfaction is provided for the service and support of all Peak Scientific products.
• Work with Sales to drive the generator and service business.

Responsibilities

• Carry out routine service, emergency repairs, installations and training as well as general support in a professional, prompt and efficient manner to ensure total customer satisfaction.
• Respond effectively and professionally to all customer requests for service and support (telephone and email).
• Provide customers with a clear and accurate Field Service Report to document all work carried out, including parts consumed.
• Submit all FSRs at the end of each day or as requested by the office.
• Accurately maintain assigned Van Stock and stock replenishments and carry out inventory checks as requested.
• Proactively request Van Stock limit increases to mitigate the number of return service visits.
• Ensure an effective liaison with all departments within Peak NA to ensure a high level of communication and co-operation for all aspects of customer and product support.
• Inform Senior Field Service Engineer and Regional Service Manager of all service escalations and serious customer complaints.
• Take initiative to continually enhance and develop knowledge base and understanding of the complete product range.
• Maintain company issued fleet car.
• Manage expenses and turn in an accurate expense report by the designated date.
• Plan and book all travel requirements to ensure on-time service delivery to customers.
• Work with manager to obtain approval for expensive travel.
• Full compliance with customer site Health and Safety protocols
• Stay up to date on all required online training courses and annual recertification trainings
• Perform other duties and tasks assigned by your manager.

Skills and Qualifications

• Electro/mechanical experience required
• Familiarity with basic electrical and pneumatic circuits and schematics
• Comfortable using standard hand tools
• Self-motivation and the ability to work with minimal supervision.
• Quickly learn new skills.
• Complete and detailed understanding of pressure systems and transportable gases a plus.
• Good practical skills and a methodical approach to resolving problems.
• Ability to work under pressure against tight deadlines.
• Good communication and interpersonal skills.
• Strong Customer Focus/Customer Centric approach.
• Able to interface comfortably and effectively both internally and externally at all levels.
• The ability to carry/lift 50 pounds regularly.
• Comfortable working on the ground.
• The ability to move safely over uneven terrain or in confined spaces.
• The ability to see and respond to potentially dangerous situations safely.
• Comfortable driving and flying to customers sites to support Peak Customers.
• Valid Drivers License.

Benefits

• Competitive compensation
• 20-25 days of PTO depending on length of service
• Medical, dental, and vision insurance
• 401(k) with an employer match
• Short-term disability insurance and basic life insurance
• A focus on growth and development opportunities
• Employee Assistance Program

Living by the Peak Values

Put Customer First, keep customer needs at the heart of every decision and action

Be Innovative, always curious and open to new ideas and better ways of doing things

Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes

Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job

Show Pride & Passion, be proud about what we do and enjoy our work

Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.