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Field Service Specialist

Position Title

Field Service Specialist

Business Division Hamilton Storage

Franklin, MA

Job Description

Provide high level filed service support through on-site installation, servicing, and repair of complex automated ultra-low temperature (-20 to -150 degrees C) Sample Management storage systems and associated network applications and databases for the Life Science Labs.

Essential Job Functions
  • Provide field service support with installations, repairs, and modifications to automation equipment.
  • Ensure high level of customer satisfaction within geographic territory.
  • Perform on-site field service troubleshooting, repair, installation and customer training as required.
  • Perform technical phone and email support to customers.
  • Must have the ability to program using the user software to test automation.
  • Accurately, clearly, and completely fill out services reports and submit to corporate on a timely basis utilizing CRM and Pivotal service databases.
  • Responsible for timely return of defective parts to corporate.
  • Responsible for the follow through and timely resolution of customer problems.
  • Perform scheduled Preventative Maintenance (PM’s) as required.
  • Apply appropriate equipment specific safety procedures, must ensure quality standards for equipment are met before handing over equipment to customer.
  • Actively participate in feeding back field reliability issues to engineering and manufacturing through proper channels.
  • Participate as the expert in implementing new product improvements (upgrades, field modifications, etc.) at site locations as necessary.
  • Conduct customer Site Acceptance Testing (SAT)
This position requires more than 70% travel. Some travel to Canada for small install base (Montreal and Toronto).
Knowledge, Skills and Abilities
  • Build strong working relationships with customers and sales personnel to insure a high level of communication and satisfaction within territory.
  • Accountable for all escalated accounts within region.
  • Follow laboratory safety practices as defined by the Company and/or the customers’ site safety code.
  • Good communications skills; ability to interact effectively with customers required.
  • Demonstrated ability with Microsoft Windows environment, Active Directory, SQL
Education and Experience
  • Bachelor’s degree in Electronics Engineering or equivalent combination of education and relevant experience. Four or more years experience is servicing sophisticated Lab Automation Systems/capital equipment, preferably in the Life Science Industry.
  • Experience with -20C to -150C refrigeration automation strongly desired.