Field Service Technician - Biotech

Overview

Field Service Technician - Biotech at Belimed Life Science. The Service Technician performs equipment (custom pharmaceutical sterilizers and washers) installations, repairs, and preventive maintenance in accordance with specifications, collaborating with customer contacts, project management, local service teams, and leadership. The Technician ensures customers have a positive experience with equipment by ensuring systems are installed correctly and scheduled maintenance and repairs are performed on time with high quality.

• Perform equipment installations, repairs and preventive maintenance working independently with little or no supervision or direction
• Provide progress reports, communicate, and escalate issues to the customer and internal teams when necessary
• Ensure customer satisfaction with product installation, repairs, and preventive maintenance
• Provide guidance to customers regarding installation variances from specifications
• Attend construction meetings with customers or contractors (when necessary) to discuss utilities/space requirements and establish installation time-frames
• Ensure the installation site is clean and prepared for turnover, ensuring complete customer satisfaction is achieved
• Perform installation of all products, including un-crating, setting products in place, leveling, connecting utilities to the system, and testing / SAT. Complete all required service documentation associated with the installation activity, startup testing, and the Operational Qualification checklist
• Maintain accurate records for all work performed. Close out installation and preventive maintenance documentation by completing total labor and travel hours applied to the work order
• Complete installation and preventive maintenance documentation to accurately document activities, including follow-up actions when required
• Participate in customer/contractor safety orientation training ensuring required PPE is used and implement preventative safety practices
• Abide by all our and customer health & safety protocols and procedures
• Provide customers’ support team with initial engineering in-service/training
• Ensure professionalism in both appearance and behavior at customer site
• Follow customer policies and requirements while performing all installation and service activities
• Troubleshoots, analyzes, prioritizes, and resolves and/or facilitates resolutions for all problems dealing with in-use equipment
• Receives and then assures that all reported quality issues are logged in the appropriate database and will communicate back to the field any relevant resolutions
• Provides moderate to high level technical support to customer technicians
• Maintains data integrity in all aspects of customer contact, from case initiation through service support, billing, quality collection, and case closure
• Demonstrates superior customer service skills by maintaining a positive, caring attitude and by providing timely updates
• Responds to daily customer phone contact to resolve technical/part identification/procurement problems
• Performs other related duties as assigned by supervisor or management

• High school diploma
• Technical Associate or Bachelor degree preferred
• 3 - 5 years Technical Support experience or Customer Service experience
• Experience in interpretation and modification of blueprints, technical literature/drawings and CAD drawings required
• Capital equipment installation experience preferred
• Experience troubleshooting steam, water and pneumatic process control and PLC systems
• Experience working in the Biotech / GMP field is preferred
• Experience using power/air tools, OSHA 10 or 30 Certification in Construction Safety is preferred, but not required

• Demonstrated proficiency in technical and customer-facing situations
• Ability to successfully interact with both non-technical customers and technical support staff at customer organizations
• Excellent written, verbal and customer service communications skills
• Must be fluent in standard business software programs
• Must be independent, initiative-taking and success-driven, yet willing to work within a team environment
• Must be able to prioritize own workload under pressure
• Position requires lifting (up to 50 lbs.), bending, squatting, sitting, standing, and twisting
• Must travel to customer sites that include laboratories, pharmaceutical production facilities and animal research centers, often in a construction environment
• Ability to work nights, weekends, and holidays as business need dictates
• Ability to support rotating on-call schedule and provide emergency services, 24/7/365
• Must be able to travel overnight as much as 40% away from home

Location:

Boston, MA