Title Field Service Engineer

Responsibilities

Hamilton Storage is a leading developer and manufacturer of products that serve the Pharmaceutical, Research, and Agricultural industries. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large‑scale custom systems. Hamilton Storage is headquartered in Franklin, Massachusetts, USA and operates in Franklin, MA and Ems, Switzerland.

A career with Hamilton Storage ("HST") is an experience where our employees are energized and are aligned to provide the best in‑class cold storage automation as well as automated bench‑top devices. We are seeking a Field Service Engineer III in the Northeast based near a major airport.

The Opportunity

The Field Service Engineer is a position based out of Des Moines, IA and will be responsible for all Field Service activities servicing Hamilton Storage instruments.

On a typical day, the Engineer, Field Service:

• Configures, troubleshoots, and maintains products and equipment
• Identifies, analyzes, and repairs product failures.
• Has solid knowledge of the organization's products and services
• Provides onsite and remote technical support to our customers

The Role:

• Provides remote support via phone, e‑mail, and computer
• Provides on‑site field service, repairs, and quality checks
• Troubleshoots electrical to the circuit board level
• Troubleshoots mechanical to the component level
• Builds strong professional working relationships with customers and companies
• Follows laboratory safety practices as defined by the Company and/or the customers’ site safety code
• Responsible for learning, knowing, and adhering to department and company standards and procedures
• Clearly and accurately completes documentation on time by utilizing D365 to write Service Reports, RMAs, and Postproduction Complaints
• Shares knowledge with others using provided forum applications.
• Mentors new FSEs by joining them in the field following initial training sessions to build skillsets and professional confidence.
• 25% day travel within local area and Mid‑west travel up to 50% outside local area.

Essential Skills & Experience

• A high level of self‑motivation to assist customers and service people to overcome any problems that they may have which relate to our instruments in a timely manner
• Expert in automation
• Excellent communication skills, which are appropriate for a customer‑facing role
• Hardworking and enthusiastic with exceptional attention to detail
• Make decisions and act for customers based on knowledge and experience
• Capable of working under pressure without compromise
• Capable of working independently and in a team
• Must be able to travel and be flexible subject to Business requirements
• 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
• Willingness to work additional hours and the flexibility to work overtime as and when required

Education and Experience or Equivalent

• 2 + years of field service experience. Experience in the Biomedical field is an advantage.
• A.S. or B.S. in engineering or similar discipline, or equivalent experience as determined by department manager
• Experience in automation, robotics, or similar fields, is essential.
• Experience working with customers in the life science/clinical/pharmaceutical field would be an advantage
• Being fluent in English is required.

• Competitive compensation
• Excellent benefits package includes medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and more
• Drug‑free workplace

It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.