This is an exciting opportunity to join a fast growing, innovative and customer focused company.Advanced Instruments is the leading supplier of osmometers, which are utilized throughout the entire bioprocessing continuum from early process development to commercial GMP manufacturing of biotherapeutic drugs.
OVERVIEW
The Field Service Engineer (FSE) will be responsible for meeting the daily service maintenance and repair needs of the customer's equipment. Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and other duties as assigned. Frequent travel required. Fast growing company with upward career growth available. Territory based position.
KEY RESPONSIBILITIES
Onsite and remote troubleshooting, installation, maintenance and repairs on Advanced Instruments equipment
Complete and manage Pharmaceutical IQOQ/ yearly OQ and Clinical Validations
Completing Preventative Maintenance and field modifications in certain time frames
Ordering and managing car stock inventory
Troubleshooting not only on a mechanical/electrical level but understand and troubleshoot on an applications level
Keeping up to date on administrative responsibilities such as maintaining service records and providing service quotes in a timely manner.
Maintaining daily communications/ scheduling with customers to ensure resolution and proper follow-up
Maintaining tools and test equipment and ensuring they are properly calibrated
Meeting Health and Human Services, Environmental Health and Safety and/or all other applicable regulatory requirements
Utilizing the escalation process to resolve customer service delivery issues
Identifying and working with Sales for opportunities such as new service contracts, contract renewals and system sales
Working as a member of a larger team but independently managing territory in order to provide efficient service to all accounts within assigned area.
The ability to lift and carry a toolbox that can weigh up to 50 lbs.
Adhering to current regulatory requirements to include, but not limited to, HIPPA, OSHA and FDA.
PROFESSIONAL EXPERIENCE/QUALIFICATIONS
The following qualifications are the minimum requirements necessary to successfully perform this role. However, any equivalent combination of experience, education and training, which provides the necessary knowledge, skills and abilities, would be acceptable, subject to any legal and/or regulatory requirements.
Experience interfacing with both internal team members and external customers as part of a solution based service process.
Valid driver's license and good driving record is required.
Passport and ability to travel to Canada.
Ability to travel on short notice and stay overnight
Three years' work experience in the medical device industry preferred.
Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
Experience troubleshooting and responding to customer concerns.
Proven record of being reliable and accountable for all aspects of their job.
Proficient level of computer skills including MS Word, Excel and Outlook.
Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner.
Ability to work in a fast-paced, self-directed, entrepreneurial environment.
Resourceful, with the ability to work independently and learn on the go.
Strong time management skills.
Ability to adapt to changing circumstances.
Decision-making, problem resolution and creative thinking skills
Attention to detail.
Ability to multi-task activities with shifting priorities. Able to work productively in a pressurized environment.
Ethical and trustworthy.
KNOWLEDGE/SKILLS/ABILITIES
Industries:
Medical Devices, Hospital & Health Care, Biotech/Pharmaceutical
Travel Requirements:
100% Travel - Frequent overnight travel
EDUCATION
Bachelor's degree, Biomedical Engineering, Electrical Engineering, Electrical Engineering Technology, equivalent military experience or Associates Degree with 3 or more years' experience in servicing medical equipment or a High School Diploma/GED and 10 or more years' experience servicing medical equipment.
