Field Services Engineer II, Automation Solutions

This position is responsible for supporting the installation, maintenance, and servicing of our cutting-edge automated assay systems. The incumbent will provide customer service, troubleshooting, and maintenance of this platform for our global client base.

DUTIES AND RESPONSIBILITIES:

• Lead Client Support & Installations:

  o Conduct site surveys and lead the installation and commissioning of MSD’s automated assay systems at customer sites worldwide.

  o Take ownership of the initial deployment, ensuring systems are fully operational, optimized, and integrated within customer workflows.

  o Provide expert on-site and remote troubleshooting, service, and preventive maintenance for MSD’s automated systems, with a focus on plate and fluid handling components.

  o Drive minimal downtime and quick resolutions, ensuring exceptional customer satisfaction and system performance.

  o Contribute to the development and delivery of training materials and customer-facing documentation, empowering customers to maintain their systems and ensuring effective field operations.

  o Create and update internal training materials for Field Service Engineers, ensuring they are equipped with the knowledge to support the system effectively.

  o Maintain detailed service records and collaborate with internal teams for continuous improvement of field processes and product performance.

  o Act as a key liaison between customers and internal teams (engineering, product development), providing feedback on system performance and recommending product improvements.

  o Participate in Field Service meetings, sharing insights on challenges and trends, and driving improvements in MSD’s field service offerings.

  o Play a leading role in developing service processes, procedures, and checklists for field activities, ensuring efficient, high-quality support.

  o Contribute to the development of best practices and standards that will be adopted by future engineers across regions.

• High-Visibility Role with Global Impact:

  o This is a high-visibility position with direct impact on the success of the platform. Your contributions will directly influence the customer experience and the operational success of this highly automated system globally.

  o Collaborate cross-functionally to ensure that MSD’s automated systems are continuously evolving based on field feedback, ensuring that the company maintains its leadership in the automation space.

EXPERIENCE AND QUALIFICATIONS:

o Bachelor’s degree in Engineering, Life Sciences, or a related field, or equivalent military/work experience.

o A minimum of 5 years of experience in field service engineering, systems integration, or related technical roles.

o Hands-on experience with automated laboratory systems, liquid handling equipment, or robotics.

o Proficiency with basic hand tools, inspection equipment, and diagnostic tools.

o Experience in developing field service procedures, creating training materials, and standardizing service operations.

o Familiarity with complex biotechnology instruments such as NGS systems, GCMS, or robotics.

o Knowledge of ISO standards, GLP, and Good Documentation Practices (GDP).

KNOWLEDGE, SKILLS AND ABILITIES:

• In-depth understanding of automation technologies, robotics, and control systems.

• Excellent problem-solving skills with the ability to troubleshoot and resolve complex technical issues in automated systems.

• Experience developing test scripts, analyzing software logs, and working with automation equipment.

• Strong communication skills with the ability to engage effectively with both technical and non-technical stakeholders.

• A customer-first mindset with a proven ability to deliver exceptional service and manage complex, high-pressure situations.

• Ability…