Field Service Engineer - Velocity11-Mid Atlantic

 

Field Service Engineer -

Velocity11-Mid Atlantic


 About the job 

Velocity11 - An Agilent Technologies Company is a leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and development applications. Help us become the standard in lab automation. Our goal, which we passionately pursue, is to provide every customer with the Ultimate Automation Experience™.

We are a technology company conceiving, creating, and delivering pioneering automation solutions for research that is revolutionizing the life sciences industry. We succeed in this growing, competitive, multi-billion dollar market by creating loyal and happy customers through innovative products and world-class customer support.

This job is a field service position, traveling to customers' sites to diagnose and repair machines.
The job base is in the Mid-Atlantic area with last minute, overnight travel to other East Coast locations as necessary.

Customer Focus
As a Service Engineer, your responsibilities are much more than keeping machines running. You are responsible for the overall success of our equipment at the customer's site, and for creating and maintaining a positive customer experience.

Customer management duties include:
• Regular interaction with users to ensure a positive experience with our equipment
• Communication with users and system administrators to report machines status
• End user and administrator training

Technical Focus
Service to our suite of robotic equipment necessitates knowledge of a wide range of subjects including servo controls, stepper motors, electronics, pneumatics, optical sensors, and control software using Windows operating systems.

Technical job duties include:
• Telephone troubleshooting
• Mechanical, electrical, and software support
• On-site problem diagnosis, preventative maintenance, upgrades, and installations
• Site schedule for preventative maintenance and equipment installations
• Timely updates to the service and client databases
• Timely submission of expense and service reports
• Writing service procedures (repair, installation, PM, troubleshooting)
• Keeping and submitting accurate inventory counts of personal stock
• Providing regular updates on client status with account coordinator and sales manager
• Continual education of our products through user guides, service manuals, and training classes
• Communication with our Manufacturing and Engineering teams to solve recurrent problems; and communication with our Sales and Applications team to ensure equipment meets the customer's needs.
About you 

• A BS in mechanical or electrical systems (or equivalent) with demonstrated hands-on experience servicing or building machines.
• Biotech experience is strongly desirable.
• A minimum of 3 years directly related experience.
• Excellent English communication skills (verbal and written).
• Methodical troubleshooting skills and a deep desire to understand and solve underlying problems
• Excellent record-keeping skills.
• Discipline to work away from company headquarters.
• Strong customer service mentality with unbounded enthusiasm for solving customer’s problems.
• Ability to handle customers successfully during challenging situations.
• Great personal initiative, sense of humor, and self motivation.
• Flexibility in work hours; and exceptional time management and organizational skills.


Travel: 50% of the time