- Respond to and facilitate the repair of diagnostic equipment that has failed at the customer site
- Provide direct technical phone support to customers.
- Work with immediate manager to ensure appropriate Service Call escalation measures are implemented, in the event a customer remains down more than 8 hours after initial service call.
- Provide Preventive Maintenance (PM) Inspections for "Warranty" and "Service Contract" customers
- Provide, as required, PMs for "non-contracted" customers
- Work directly with Manager to assist in scheduling, coordinating and performing all new product installations, operator training and assay validation activities at the customer site
- Responsible for direct support and training of new Field Service Engineers
- Provide in-service training to customers on operations and general preventive maintenance as required, when the pattern of service problems dictates
- Accountable for immediate and accurate communication and documentation of all customer interactions in relation to Quality System requirements
- Adhere to all applicable policies and procedures as outlined within the Quality System requirements
- Assist immediate manager with tracking and trending of PM's and service call metrics to measure instrument performance and customer satisfaction against Quality System objectives.
- Ability to multitask and work on several projects at the same time.
- Associate degree, Technical School degree or greater preferred.
- For the FSE III position: 4-6 years of experience in the maintenance of Sciex MS/Shimadzu LC equipment or other LCMS manufacturers required.
- Demonstrate a proven ability to diagnose and resolve problems on sophisticated analytical instrumentation
- Excellent verbal and written communication skills with experience in dealing with customers in a positive and professional manner
- The ability to read, interpret and analyze component block diagrams, assembly drawings and wiring diagrams is preferred
- Ability to prioritize Service Requests and Preventive Maintenance schedules
- Must be skilled in the use of a computer to complete service call inputs/outputs
- Ability to multitask and work on several projects at the same time
- Must possess strong management skills in assisting immediate manager with service call, installation and preventive maintenance coordination and scheduling.
- Strong ability to communicate and work cross functionally with Sales, Quality and upper management to ensure all Quality System goals are met and maintained
- Willingness to travel: 70% (Required)
- Work Location: Remote/Traveling
- 1st shift/ Remote/Traveling
- $65-$80K per year
- Full Medical Benefits from day 1, PTO, 401K w/ match
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Field Service Engineer III - Boston, United States - Lighthouse Lab Services
Description
Job Description
Job DescriptionLighthouse Lab Services represents a client seeking a Field Service Engineer III. This position is based out of Massachusetts. With a mission to advance human health and product safety by providing integrated technology and services to their customers, this client offers unbiased, Original Equipment Manufacturer (OEM)-neutral solutions that enable innovation while delivering world-class technical service. They serve the clinical, hospital, research, reference, Toxicology, and pain management laboratory settings.
The ideal candidates has the following qualities and experience with goals to grow with the organization, ability to think outside the box, foster a team environment, provide leadership, and conduct themselves professionally in high pressure situations. If this sounds like you, READ ON:
General responsibilities include but not limited to:
Qualifications:
Salary, Shift, Benefits:
About Us:
At Lighthouse Lab Services, we offer solutions to help start, grow, and run clinical laboratories. Our recruiting team has over 20 years of proven success placing job seekers in positions ranging from entry level Medical Technologists to seasoned Laboratory Directors. We recruit nationwide, for permanent and travel positions with clients ranging from small hospitals to large reference laboratories.
It is the policy of Lighthouse Lab Services to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Lighthouse Lab Services is committed to working and providing reasonable accommodation to individuals of all abilities, including persons with disabilities. If at any time during the application process, you need an accommodation, please contact assistance.
Lighthouse Lab Services | |
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