Field and Product Support Engineer (62859)

Tosoh Bioscience LLC is a major supplier of chromatography products to the pharmaceutical, biotechnology, and chemical industries. Our product line includes:TSKgel, TOYOPEARL, and Ca Pure-HA bulk media, TSKgel U/HPLC columns, process development products, dedicated systems for GPC analysis, and the LenS3 MALS detector. We have optimal solutions for biological research, drug discovery, medicinal chemistry, agriculture, manufacturing, or other industrial applications.

Summary

Under direction of the Tosoh Bioscience LLC Field Support Supervisor and Senior Manager – Global Customer Experience, the Field and Product Support Engineer (FPSE) is a midlevel position responsible for providing on-site installation, familiarization, maintenance, and repair of Tosoh Bioscience LLC equipment at customer facilities. This position provides customer support regarding troubleshooting of hardware and software and may train and mentor other Field Support staff. This individual also serves as an internal technical resource for our product specialists and customer support teams, which requires coordinating with colleagues in a dynamic and fast-paced environment. This position will provide high level service quality while ensuring compliance with all company policies & procedures. The job requires the individual to be a team player with the ability to function well in challenging and fast paced environments. The successful applicant must have strong technical skills; be enthusiastic, positive, dependable and customer focused.

Reporting Relationships

• The Field and Product Support Engineer reports directly to the Field Support Supervisor. This position has no supervisory responsibilities.

Major Duties and Responsibilities

While adhering to the policies and procedures of the department and company, the FPSE is directly responsible for the installation, repair, periodic maintenance, and servicing of Tosoh instrumentation by providing superior service to achieve the highest level of instrument performance. Specific job duties include but are not limited to:

• Install, troubleshoot, maintain, and repair gel permeation chromatography (GPC), multi-column chromatography (MCC) instruments, both hardware and software.
• Overnight and air travel are required. Frequency and duration will vary depending on business needs but will be in the order of 70%. Travel may be immediate or scheduled in advance. International travel is possible on a volunteer basis, valid passport required.
• Provide cross coverage for other FSE territories & customers as needed and requested.
• Assist with training and mentoring members of the Post-Sales Technical Support team.
• Complete all administrative responsibilities in a timely and accurate manner as required by company policy or as directed by management.
• Responsible for organization, management, and control of trunk stock parts inventory.
• Fully comply with all service procedures and quality systems requirements.
• Collaborate with Instrument Service Center (ISC) personnel in refurbishing chromatography instruments.
• Maintain compliance in all work activities.
• Responsible for making travel arrangements (booking hotels, air travel) and other transportation required in supporting Tosoh customers.
• Determine and develop approaches to assignments regarding the maintenance and installation of Chromatography instruments.
• Represent field services and support projects requiring coordination with other functions and customers.
• Solve a broad range of hardware and/ or software problems of varying scope and complexity.
• Resolve reported customer technical issues.
• Communicate with R D and other technical departments to isolate product defects.
• Develop and implement test protocols.
• Aid with installation and configuration of company software.
• Develop written procedures to be used by field service engineers Familiar with GMP and ISO 9001
• Maintain regular and reliable attendance.
• Uphold and adhere to the Tosoh Bioscience culture and guiding principles.

Education

• A minimum of an associate degree in an engineering discipline or equivalent military technical training is required. A bachelor’s degree in chemical, mechanical or electrical engineering is preferred.

Skills and Qualifications

• 4 years of relevant industry experience.
• Experience servicing analytical chemistry instrumentation such as gas chromatography, liquid chromatography, gel permeation chromatography or other comparative technique technologies.
• Familiarity with similar Waters, Agilent, and Malvern equipment and software is a plus.
• Mechanically inclined with the ability to perform hands on maintenance, installations and selected repairs on instrumentation.
• Ability to solve high impact problems related to product availability; typically system/solution focused.
• Ability to travel 70% or more by air with the potential for international travel.
• A valid driver’s license is required. A valid passport or the ability to obtain one (at company cost) is also required.
• Strong understanding of mechanical and electrical schematics.
• Familiar with standard electrical test equipment and hand tools.
• Proven track record of successful customer relationship management.
• Excellent verbal and written communication skills are a must.
• Strong organizational and leadership capabilities.
• Must be proficient in the Microsoft Office suite of business software and be able to enter and search data in the CRM environment.

Physical Requirements

The physical demands of this job are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Apply physical dexterity with some bending, stretching, reaching, grabbing, holding and carrying.
• Hear and speak in order to communicate with others.
• Occasional lifting of 200-300 pounds assisted.
• Ability to stand and walk for the majority of a work day.

Working Conditions

This position requires visits to customer sites that have certain requirements which TOSOH representatives must meet to gain access, including the requirement for drug, background, and health screening. Employment is contingent on your compliance with the requirements established by each facility, as evidenced by the results of the required screenings.

This position requires personnel to work on instrumentation which may pose hazardous risks. The work environment characteristics described here are representative of those an employee encounters in performing the essential functions of this job.

• Fumes, airborne particles, toxic chemicals are all potential elements of risk in performing job tasks related to servicing Tosoh systems.

The job requires the employee to work under the following environmental conditions:

• Work in a biohazard and/or hazardous chemical environment
• Work near moving mechanical parts
• Work near fumes or airborne particles
• Work near caustic chemicals
• Work with risk of electrical shock

Note: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and ability required to be successful. Additional duties may be assigned in the future as required.

Tosoh Bioscience LLC is an Equal Opportunity Employer M/F/Disabled/Veterans