Field Service Engineer - Remote

In the Field Service Engineer role, you will be responsible for delivering the desired customer service experience. The goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability. The ideal candidate will reside in the Raleigh/Durham, North Carolina area.

The primary responsibility of this position is to provide timely service and support for all Bioprocess products and accessories. The Field Service Engineer will serve the southern region: NM, CO, TX, OK, MS, LA, AK, GA, TN, NC, SC, FL, and Puerto Rico.

• Service company equipment for customers, including installations, preventative maintenance, repairs, and training. Generate service revenue for the company by proactively selling service contracts to customers.
• Interact with customers directly to schedule appointments, provide quotations, order parts, and complete repair services as appropriate. Provide excellent customer service at every step.
• Evaluate the customer’s service needs, including a technical evaluation of the equipment that requires servicing; researching and interpreting the specifications to effectively troubleshoot and determine an appropriate solution; coordinating with the customer and other internal personnel to complete the service.
• Maintain complete, timely documentation, including field service reports, customer surveys, installation reports, daily progress reports, and others as defined by management.
• Communicate effectively and in a timely manner with management, coworkers, and customers, including responding by email, phone, and in person as needed. Manage communications effectively and timely. Maintain an updated schedule, and proactively communicate to management when the schedule is free of appointments.
• Properly manage company parts, equipment, and tools. Keep an accurate inventory and care properly for equipment and tools.
• Perform routine maintenance on equipment and determine when and what kind of maintenance is needed.
• Determine the kind of tools and equipment needed to do a job.
• Install equipment, machines, wiring, or programs to meet specifications.
• Watch gauges, dials, or other indicators to make sure a machine is working properly.
• Control operations of equipment or systems.
• Analyze needs and product requirements to create a design.
• Conduct tests and inspections of products, services, or processes to evaluate quality or performance.
• Repair machines or systems using the needed tools.
• Design or adapt equipment and technology to serve user needs.
• Determine causes of operating errors and decide what to do about it.
• Perform other related duties as required.

• Bachelor’s degree in an Electrical/Electronic discipline, minimum of an associate’s degree or equivalent combination of industry experience and technical/military training.
• Minimum 3 years of Field Service experience (preferably in the Biopharmaceutical industry).
• Good working knowledge of ISO 9001 accreditation requirements as well as GMP/GDP.
• A willingness to travel up to 85% locally and within the region performing Field Service activities.
• Proficiency with MS Office software, including Outlook, Word and Excel.
• Valid Driver’s License and Passport.
• Actively look for ways to help customers and be sensitive when dealing with customer reactions and needs.
• Critical Thinking:
  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Alignment with our core values:
  Sustainability, Openness, Enjoyment.

• Personal and Professional Development: Mentoring, leadership programs, internal seminar offerings
• Worklife Balance: Paid vacation, sick time, corporate holidays and community service day; flexible work schedules
• Making an Impact Right from the Start: Comprehensive onboarding, including a virtual online platform
• Welcoming Culture: Mutual support, team spirit and international collaboration; communities on numerous topics such as “Coaching”, “Agile Working” and a “Businesswomen’s Network”
• Health & Well Being: Wide selection of health and well‑being support such as a variety of medical plans to choose…