Field Service Engineer

Boston Permanent USD65,000 - USD80,000
  • Major manufacturer of automation solutions for life science + clinical research
  • Customer facing role reporting directly to Director of Service

About Our Client

This organization is a leading manufacturer of automation solutions for customers in life sciences and clinical research. They develop modular, scalable sustems that automate sample storage, management, and processing.

Job Description

  • Be the Subject Matter Expert
  • Perform remote troubleshooting and diagnostics.
  • Support and mentor the Engineers in the field.
  • Manage the escalation flow to ensure follow-up with the customer until issue is resolved.
  • Responsible for identifying and forecasting spare parts and keeping the list up to date as changes happen over time.
  • Handle all service calls in a timely and professional manner. Triage with technical support as needed.
  • Interface with cross-functional work teams such as R&D, Customer Service, Product Management, Manufacturing, and Sales.
  • Follow company's ISO and Health & Safety procedures.
  • Perform telephone, email, and remote support for both internal and external customers
  • Work with the team to ensure documentation is fit for purpose and up to date.
  • Communicate with the customer to ensure complete satisfaction and implement any necessary corrective actions.
  • Travel 15%.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

  • Degree in Engineering or equivalent professional experience-based knowledge.
  • Experience in automation or similar is essential.
  • Experience working with customers in the life science/clinical/pharmaceutical field would also be an advantage.
  • High level of self-motivation to assist customers, sales, and service team to overcome problems in a timely manner.
  • Have excellent communication skills, which are appropriate for a customer-facing role.
  • ~15% travel required
  • Position requires exerting up to 50 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
  • Microsoft Windows environment, Active directory, and SQL databases.
  • IP addressing, Remote Desktop Protocols, and Driver Support
  • Beckhoff Twin CAT, Elmo Studio, Vision Systems, and barcode reading.

What's on Offer

  • Competitve base
  • Excellent benefits package including medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement + more!
  • On site position in MA with ~15% domestic travel
  • Report directly to Director of Service
  • Diverse portfolio of exciting and innovative design projects
  • Opportunities for growth
Samantha Kidd
Quote job ref

Job summary

Life Sciences
Sub Sector
Healthcare / Pharmaceutical
Contract Type
Consultant name
Samantha Kidd
Job Reference