Field Service Engineer - Germany/Switzerland (Remote/Home Based)

Job Locations DE
Job ID
2017-1174
# of Openings
1
Category
Engineering

Overview

We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. Our work helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.

Responsibilities

We are looking for a highly motivated, customer-focused individual who can drive efficient and effective handling of customer issues primarily for our range of instrumentation, but also with a secondary role for supporting our automated robotic systems.

  • Devices on customer sites as well as future upgrades of installed devices.
  • Deployment and calibration of new HighRes
  • First line issue handling, diagnosis and communication with customers for HighRes devices and our range of robotic systems.
  • Re-integration of HighRes devices back into HighRes systems by re-teaching the robotic system (if required) and checking device/system operation, following any installation or service work.
  • Communication and resolution of issues with other departments/teams within HighRes while maintaining ownership.
  • Clear, concise and accurate updates of the customer support management system for issue handling and customer communication.
  • Issue resolution both via back office support (telephone, email, remote connection) and customer site visits within defined service level agreements and warranty terms.
  • Development of customer relationships in co-ordination with customer service director and European applications/sales team.
  • Follow up with customers upon completion of issues to maintain the highest level of service and customer satisfaction.
  • Preventative maintenance on customer instruments and systems covered by applicable service contracts or as standalone purchases and maintaining the appropriate service documentation (in co-ordination with HighRes devices team).
  • Maintaining the customer service HelpDesk knowledge base with applicable issues and resolutions, from both internal sources and customer reported issues.
  • Co-ordination of issues with third party suppliers of equipment and instrumentation integrated on to the robotic systems (secondary role).
  • Setup of instruments and systems at trade shows and conferences within Europe.

Qualifications

  • Minimum BSc in Computer Science, Robotics or Engineering disciplines. Relevant hands on electrical/instrument/automation biased job experience in lieu of qualification will be considered
  • Minimum 2 years’ experience in a field service/customer facing hands on technical role.
  • Experience of instrumentation/device maintenance (electrical/mechanical biased)
  • Experience of control software/firmware from a service and maintenance perspective and medium to high level problem diagnosis
  • Experience of robotic/automation system service and maintenance would be an advantage
  • Experience within the Life Science and/or Pharmaceutical Industry would be an advantage
  • Experience of issue reporting and tracking tools
  • Excellent written and oral communication skills, specifically fluent in German language
  • Excellent analytical and problem solving skills
  • Excellent organizational skills with ability for self-management

As required travel within Europe and potential for US and Non-European visits.

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